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Job Description
- Lead a social media moderation team and monitoring their performance
- Make sure all public reviews and posts are handled appropriately and customers are satisfied
- Achieve public ratings targets all over social media apps and platforms
- Generate monthly reports about public ratings and their breakdown
- Investigate reasons behind negative reviews and work on shifting them to positive ones
- Arrange escalations with other team leaders to make sure the customer is satisfied
- Own the customer experience end-to-end and be the voice of the customer
- Develop an understanding of the needs of Breadfast customers, and communicating this feedback for the on-going enhancement of the product from a customer perspective
- Manage a team of customer experience personnel, in terms of overtime, vacation requests, and schedules
- Review and Resolve Escalations
- Evaluate team members, monitor how both the team and its individual are performing
- Proactively think of ways to increase productivity and customer satisfaction.
- Your observations should be documented in written reports submitted to your direct supervisor
- Train New Hires
- Handle daily operations to make sure that the correct procedures are followed and give directions to the team on what to do and how to improve.
Job Requirements
- Bachelor's Degree
- Minimum one year experience in leading a team
- Excellent written and verbal communication skills in both Arabic and English languages
- Previous relevant experience is a must
- Experience with CRM is preferred
- Flexible with rotational shifts and can cope with a fast-paced work environment
- Excellent Knowledge of all social media platforms
- Desire to provide an outstanding customer experience with a willingness to consistently go above and beyond for customers
- Ability to deliver constructive feedback and conduct coaching meetings.
