Job Responsibilities:
· Respond quickly & accurately to customer inquiries via the live chat / social media platforms (Facebook, twitter, etc)
· Excellent ability to demonstrate typing and digital understanding skills.
· Monitor latest trends on social media / online chat tools, applications channels
· Monitor online reviews and respond to each review on google play store, etc
· 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.
· Research opportunities for new social media / online chat platforms and select adapt current process to the company’s needs
· Capturing and analyzing the appropriate social media / online chat data, metrics insights and best practices in order to continuously improve our image
· 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 :
· English fluency writing / speaking
· Typing speed both English and Arabic.
· In depth knowledge on Business online etiquette
· Previous experience in social media / online chat fields
· Bachelors 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)
· Minumim 2 Years of Experience in Customer Care
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