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Customer Care Social Media Senior Advisor

Job Details


  • Respond quickly & accurately to customer inquiries via the live chat program / social media platforms
  • Communicate clearly, effectively and empathetically to customers via live chatting / social media platforms
  • Engaging with high volume of customers via live chat system, offering support & guidance through web
  • Work effectively as a part of a team, developing effective & supportive relationship
  • Creatively handle various online social media channels – online chat, builds an effective connection and encourage targeted audience to engage.
  • Excellent ability to demonstrate typing and digital understanding skills.
  • Research opportunities for new social media / online chat platforms and select adapt current process to the company’s needs
  • Monitor trend in social media / online chat tools, applications channels and report
  • Capturing and analyzing the appropriate social media / online chat data, metrics insights and best practices in order to continuously improve our image
  • Monitor online reviews and respond to each review
  • Monitor social media / online chat channels including none- Etisalat and Etisalat pages, and monitor Etisalat online portals to handle customers inquires and/or complaints
  • Guide customers to use Self Service steps, and follow up until issue is resolved to ensure customer satisfaction
  • Validate & assess complaints to compensate or refund financial loses to the customer to maintain customer satisfaction
  • Audit other members on rotational basis to maintain quality
  • Prepare daily reports, Trade reports, and participate in preparing monthly performance to track and announce internally social media / online chat activities
  • Handle VIP customers inquire and/or complaints to maintain customer satisfaction
  • Evaluate and validate fraud cases, to report to Fraud team, and Legal team to maintain customer satisfaction
  • Record online social media / online chat daily interactions in order to brief management with a summary report
  • Monitor and review comments posted in Etisalat social media / online chat in order to eliminate any unprofessional comments
  • Work on ad-hoc reports / presentations requested by management in order to review the performance results of different functions


Essential Qualifications& Experience:


  • Bachelor's Degree
  • High Customer service orientation
  • Working hours flexibility
  • High problem solving & decision making
  • Multi-Tasking Skills
  • English fluency writing / speaking
  • Typing speed both English and Arabic.
  • Business online etiquette
  • Previous experience in social media / online chat fields
  • Excellent knowledge and awareness of social media and digital platforms ( Facebook , twitter ,google plus , Instagram)


Years Of Experience;

2 years in customer care related field