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Social Media Customer Care Senior Advisor

Job Description:


  •          Will creatively handle various online social media channels, builds an effective connection and encourage targeted audience to engage.
  •          Excellent ability to demonstrate typing and digital understanding skills.
  •          Research opportunities for new social marketing platforms and select adapt current process to the company’s needs
  •          Monitor trend in social media tools, applications channels
  •          Capturing and analyzing the appropriate social media data, metrics insights and best practices in order to continuously improve our image
  •          Monitor online reviews and respond to each review
  •          Monitor Social Media 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 CC Social Media representatives on rotational basis to maintain quality
  •          Prepare daily reports, Trade reports, and participate in preparing monthly magazine to track and announce internally Social Media activities


Job Description:


  •          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 daily interactions in order to brief management with a summary report
  •          Monitor and review comments posted in Etisalat social media pages 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 :


  •          English fluency writing / speaking
  •          Previous experience in online / social media fields
  •          Excellent knowledge and awareness of social media and digital platforms ( Facebook , twitter ,google+ , Instagram )
  •          Bachelor's Degree
  •          High Customer service orientation
  •          Working hours flexibility
  •          High problem solving & decision making


Desirable Qualifications :


  •          Teamwork & cooperation
  •          Creativity & innovation

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