| Employer: | Starlink |
| Job Title: | Social Media Manager |
| Location: | Qatar |
| Job Type: | Unspecified |
| Category: | Management |
| Description: | Role Title: Social Media Manager Reporting to: Sr. Manager Call Center Business Unit: Call CenterDepartment / Section: Ooredoo Call Center 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 ACCOUNTABILITIESOverview· Social Media Managers are responsible for planning, implementing, managing and monitoring company’s Social Media strategy· Lead & guide the team to provide superior customer services to all members ensuring customer satisfaction through digital channels.Costs & Profitability· Monitor BU performance, skills, capabilities, product knowledge, cost analysis / transaction analysis for staffs etc.Customers· Provide guidance to members on services, available packages, value added services, programme Service and Benefits· Provide 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 orientation· Planning and implementing strategy to move the customers from traditional channels to digital channels.Planning & Organising· Planning and implementing strategy to move the customers from traditional channels to digital channels· Track the BU KPIs like 1st Response time, Chat Duration, Satisfaction levels, queue time etc· Develop, implement and manage the company’s social media strategy· Stay up to date with latest social media best practices and technologies· Use social media marketing tools such as D’mello, Engagor etc· Review of the team member’s performance and take corrective steps on daily, weekly and monthly basis · Work closely with the Quality and Training teams to ensure customer delight and to meet customer expectations within the departmentProblem Solving· Answer member’s queries, resolve complaints, and address any other issues related to staff members for carrying meticulous operations for excellent functioning of the department· Measure the success of every social media campaign· Work with copywriters and designers to ensure content is informative and appealing· Collaborate with Marketing, Sales and Product Development teams· Monitor SEO and user engagement and suggest content optimizationCommunicating, negotiating & influencing· Teamwork 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 etc· Manpower planning for the BU, liaise with HR for all administrative matters· Establish and maintaining good customer relationship with the client· Presenting BU performance to Management |
| Qualifications: | |
| Salary: | Unspecified |
| Contact: |
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