Job Details
Respond quickly & accurately to customer inquiries via the live chat program / social media platforms
Communicate clearly, effectively and empathetically to customers through live chatting / social media platforms
Engaging with a 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
Main responsibilities
Will 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
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 :
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+ , Instagram )
Bachelors Degree
High Customer service orientation
Working hours flexibility
High problem solving & decision making
Desirable Qualifications :
Teamwork & cooperation
Creativity & innovation
Years Of Experience:
3 Years
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