• Etisalat Misr Careers | Social Media Customer Care Advisor

    Etisalat Misr Careers | Social Media Customer Care Advisor

    Location: Cairo, Egypt

    Job Description

    Etisalat Misr is currently looking for a Social Media Customer Care Advisor who will be responsible for the following tasks

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Will creatively handle various online social media channels, builds an effective connection and encourage targeted audience to engage.

    • Excellent ability to demonstrate typing and digital understanding skills.

    • Research opportunities for new social marketing platforms and select adapt current process to the company’s needs

    • Monitor trend in social media tools, applications channels

    • Capturing and analyzing the appropriate social media data, metrics insights and best practices in order to continuously improve our image

    • Monitor online reviews and respond to each review

    • Monitor Social Media channels including none- Etisalat and Etisalat pages, and monitor Etisalat online portals to handle customers inquires and/or complaints

    • Guide customers to use Self Service steps, and follow up until issue is resolved to ensure customer satisfaction

    • Validate & assess complaints to compensate or refund financial loses to the customer to maintain customer satisfaction

    • Audit other CC Social Media representatives on rotational basis to maintain quality

    • Prepare daily reports, Trade reports, and participate in preparing monthly magazine to track and announce internally Social Media activities

    • Handle VIP customers inquire and/or complaints to maintain customer satisfaction

    • Evaluate and validate fraud cases, to report to Fraud team, and Legal team to maintain customer satisfaction

    • Record online social media daily interactions in order to brief management with a summary report

    • Monitor and review comments posted in Etisalat social media pages in order to eliminate any unprofessional comments

    • Work on ad-hoc reports / presentations requested by management in order to review the performance results of different functions

    Job Requirements

    • English fluency writing / speaking

    • Previous experience in online / social media fields

    • Excellent knowledge and awareness of social media and digital platforms ( Facebook , twitter ,google+ , Instagram )

    • Bachelor's Degree

    • High Customer service orientation

    • Working hours flexibility

    • High problem solving & decision making

    Desirable Qualifications

    • Teamwork & cooperation

    • Creativity & innovation

    Job Details

    Company/Organization: Etisalat Misr

    Vacancy Type: Full-time Job

    Job Functions: Customer Service

    Job Location: Cairo, Egypt

    Application Deadline: N/A


    Apply on Etisalat website