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Contact Center Social Media Agent

Emaar
Cairo, Egypt
Posted 5 years ago
134Applicants for1 open position
  • 68Viewed
  • 13In Consideration
  • 37Not Selected
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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

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