Social Media Manager - Call Center

Job Description

A. ROLE & CONTEXTPurpose:To monitor and supervise Customer Services Representative (CSR).To ensure member attend and resolve customer complaints related to Ooredoo product/ services and programme benefits ensuring complete customer satisfaction coming through social media channels like Facebook, twitter, Live Chat etc.Context:Role holder is responsible for performance of the entire BU. Respond to customer needs related to Ooredoo services/products, including after-sales services, programme benefits enhancing customer relationship and experience.B. ROLE ACCOUNTABILITIESOverviewSocial Media Managers are responsible for planning, implementing, managing and monitoring companys Social Media strategyLead & guide the team to provide superior customer services to all members ensuring customer satisfaction through digital channels.Costs & ProfitabilityMonitor BU performance, skills, capabilities, product knowledge, cost analysis / transaction analysis for staffs etc.CustomersProvide guidance to members on services, available packages, value added services, programme Service and BenefitsProvide feedback on products performance, programme benefits/offers, member perceptions & expectations.Attends to and log in customer queries in Ooredoo provide Applications and resolve customer complaints in frontline itself or escalate to concerned dept.Business orientationPlanning and implementing strategy to move the customers from traditional channels to digital channels.Planning & OrganisingPlanning and implementing strategy to move the customers from traditional channels to digital channelsTrack the BU KPIs like 1st Response time, Chat Duration, Satisfaction levels, queue time etcDevelop, implement and manage the company?s social media strategyStay up to date with latest social media best practices and technologiesUse social media marketing tools such as D?mello, Engagor etcReview of the team member?s performance and take corrective steps on daily, weekly and monthly basisWork closely with the Quality and Training teams to ensure customer delight and to meet customer expectations within the departmentProblem SolvingAnswer member?s queries, resolve complaints, and address any other issues related to staff members for carrying meticulous operations for excellent functioning of the departmentMeasure the success of every social media campaignWork with copywriters and designers to ensure content is informative and appealingCollaborate with Marketing, Sales and Product Development teamsMonitor SEO and user engagement and suggest content optimizationCommunicating, negotiating & influencingTeamwork is absolute essential and there is significant interface with programme management, Ooredoo Products / Services related to Field installation, NOC-Mobile, NOC_IT, Credit Control, KB Team, Level 2, IT Department etcManpower planning for the BU, liaise with HR for all administrative mattersEstablish and maintaining good customer relationship with the clientPresenting BU performance to Management

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