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Job Description
Social Media Manager – Call CenterA. 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 companys 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 ManagementSkillsC. EXPERIENCE AND QUALIFICATIONS Minimum 2 year experience as Manager in customer service domain preferably in telecom organization. Overall experience of at least 10 years in Digital customer service Proven ability to deliver high degree of customer satisfaction Good knowledge about Ooredoo products and services Computer literate with knowledge about Customer Relations Management (CRM) system, CCM System and billing systems Great Leadership Skills Ability to work under pressure Willingness to work in all shiftsMinimum Entry Qualifications Bachelor degree Valid Qatari RP Valid Qatari Driving License 10 years? experience in Digital Customer Service Excellent knowledge of Facebook, Twitter, WhatsApp, , Pinterest, Instagram, Google+ and other social media best practicesD. KEY PERFORMANCE INDICATORS Team Performance: will be measured based on Monthly Balance Score Card (BSC) Knowledge: will be measured based on Knowledge Assessment Test Coaching/ Briefing & 121 sessions: Measuring this by meeting Deadlines and %age of Briefing/ Coaching & 121 Schedule Adherence: will be measured based on Finger Print report Weekly/ Monthly VOC / CSAT Survey: To measure CSAT scores for the BU Team AHT: Improvement of team Chat AHTE. KEY RELATIONSHIPS & DECISION MAKINGReports to* Senior Manager Call CenterNetwork* Interface is required with Client teams such as Operations, Bililng Team, Programme Management, Field installation, Exchange, KB team, IT deptDecision making authority* Should be able to make decisions & solve problems with customers as well as staffBusiness impact of role* Maintaining excellent customer relationship* Minimize customer churn* Improve customer satisfaction* Increase ARPU wherever applicableF. SKILLSTechnical & non technical Active listening: Giving full attention to what customers are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at the inappropriate times. Experience of running operational teams High standard of Telecommunication product and service knowledge Aptitude for coaching skills and abilities Call/contact handling expertise Track record of high standards of performance Respect and commit on timelines and better manage own-timeOther Skills Preferably bilingual (Arabic/English or Hindi/English) People Management Excellent customer care skills Excellent communication and interpersonal skills Computer literate Awareness in sales & marketing techniques Job Location Qatar Job Role Customer Service and Call Center
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