qatar jobs Social Media Manager - Starlink
jobs description: jobs in Qatar Social Media Manager - Starlink
Role Title: Social Media Manager
Reporting to: Sr. Manager Call Center
Business Unit: Call Center
Department / Section: Ooredoo Call Center
A. ROLE & CONTEXT
Purpose:
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 ACCOUNTABILITIES
Overview
· 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 department
Problem 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 optimization
Communicating, 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
Job Details
| Posted Date: | 2021-11-09 |
| Job Location: | Qatar |
| Job Role: | Management |
| Company Industry: | Accounting |
Preferred Candidate
| Career Level: | Management |
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