Contact Center Social Media Agent
Emaar -
Cairo, EgyptPosted 5 years ago134Applicants for1 open position
- 68Viewed
- 13In Consideration
- 37Not Selected
Job Details
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Job Description
- Respond to social media inquiries using a written voice that creates a positive connection in a professional, friendly and timely manner
- Receives and responds to social media, email, mail, and phone inquiries from internal and external business and residential customers regarding a wide variety of matters. Supports company initiatives and promotions.
- Prompt, courteous, and accurate response to customer social media, email, telephone and mail inquiries on various customer service related matters across various accounts and LOBs
- Be a first point of contact to handle/resolve any inquiries with accurate information using Social Media S/W
- Evaluate problems of the customers and provide logical lasting solutions with best in class customer satisfaction
- Support customer on multiple channels (Voice, Email, Chat) and verifying information as per process
- Educate customers on procedures, and processes to ensure the interaction is valuable to the customer
- Ensure escalations are followed up within specified timeline
- Go the extra mile to WOW each Customer you connect with
- Build customer loyalty by follow-up of customer social media inquiry
- Enhances the customer experience by providing sales information assistance, through use of up/cross-selling, sales techniques. Generate customer interest in the services or products offered by the company
- Schedule adherence as per business requirements
- Works effectively within the team and contributes to a healthy team-oriented environment
- Completes assigned tasks within given deadlines
- Support customer on multiple channels (Voice, Email, Chat) and verifying information as per process
- Educate customers on procedures, and processes to ensure the interaction is valuable to the customer
- Ensure escalations are followed up within specified timeline
- Go the extra mile to WOW each Customer you connect with
- Build customer loyalty by follow-up of customer social media inquiry
- Enhances the customer experience by providing sales information assistance, through use of up/cross-selling, sales techniques. Generate customer interest in the services or products offered by the company
- Schedule adherence as per business requirements
- Works effectively within the team and contributes to a healthy team-oriented environment
Job Requirements
- Minimum Diploma Degree /Bachelor Degree
- Minimum 1-2 years of contact center social media experience in a Soft Skill driven environment
- Strong writing skills and attention to detail, with exposure to social media platforms Twitter, Instagram and Facebook. Good computer skills in MS Office
- Excellent communication skills both written (Email/Chat) and verbal (Voice). (English and Arabic language)
- Good problem-solving skills, strong interpersonal and organizational skill
- Good computer skills in all MS Office packages