About the job
Digital Media Advisor main roles is to provide real-time online customer support via social media channels such as Facebook, Twitter & Instagram by quickly answering the question, reactions and complaints from customers.
Improve customer satisfaction and prevent damage to the company's reputation by observing how the audience is engaging online.
Responsibilities
· Responding quickly to customer comments & direct messages waiting on queues.
· Monitoring the audience trends and raising flags for urgent matters.
· Turning negative into positive.
· Providing effective rebuttals to objections raised by customers.
· Patience to resolve customer’s complaints as per process and workflows.
· Communicating effectively, promptly, courteously and accurately.
· Proper probing to recognize important information and identify customer needs.
· Writing contexts free of errors, strong in sentences structure, grammar, punctuation usage..etc.
· Adapting quickly by switching to different social media platforms throughout the day and the different reply forms to each platform.
· Attention to small details when solving cases to avoid irritating the customers.
· Escalating the correct tickets to their counterpart departments.
· Willing to go the extra mile regarding customer requests and providing a fine customer experience.
· Solving customer's problems from the first time to reduce the queue. (FCR)
Basic Qualifications & Skills
· Bachelor degree.
· B2 and above English skill.
· Typing speed > 30 WPM (Word Per Minute).
· Typing accuracy > 95% in Arabic & English.
· Excellent in written communications in Arabic & English.
· Attentive and comprehensive reading skill.
· Technical skills (preferred) Windows OS, MS Office, Internet exposure.
· Customer Service attitude and problem-solving ability.
· Sense of logic.
· Attention to details.
· Time management.
Preferred Qualifications
· Digital Marketing & Social Media courses.
· Community management/ Admin role for a social media business pages.
· Preferable 1 – 2 years of experience in customer support role in a call center.