Etisalat Misr Careers | Social Media Customer Care Advisor

Job Description

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

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

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

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