Social Media and Complaints Handling Executive M.F
Cairo, Egypt
Permanent contract
We are looking for a Social Media and Complaints Handling Executive M.F in Cairo, Egypt
Your missions
Scope of work covers the following:
Setting up, managing, monitoring and analysing the input and the output of different processes of customer relationship management in co-operation with the various teams in the company.
Developing and evolving customer service quality procedures and monitor their application.
Tracking and analyzing performance indicators.
Creating attractive content on the Internet, as well as the development of the conversational aspect to the various communities.
Preparing weekly and monthly reports.
Managing the partners relationships.
Handling Partners and Customers complaints as per the agreed upon SLA through E-mails and phone calls.
Working on a Global strategy to protect the eco-system of Egypt and GCC countries.
Participating in the definition and implementation of the social media strategy.
Managing all social media posts for our services in line with the editorial strategy of each product vertical.
Supporting in the creation of original and engaging content for our social media platforms (Facebook, Twitter, Instagram).
Analyzing and monitoring social media KPIs to identify relevant insights and suggest content optimization.
Managing online reputation: content moderation, customer care, SEO…
Skills needed
Technical knowledge:
Strong knowledge of the web environment 2.0
SEO Master: Site audit, semantic analysis, referencing and optimization, netlinkin, KPIs analysis.
A Master of Social platforms (Facebook, Instagram, Twitter, Google, LinkedIn,)
Strong Knowledge of social media management and monitoring tools.
Strong Knowledge of handling customer complaints.
Good knowledge of Adobe Photoshop/illustrator software is a plus.
Profile:
1 to 3 years’ experience in the same fieldزBachelor’s degree of a Business School or equivalent.
Able to easily adapt an AGILE approach to project management.
Passionate about internet, mobile, new technologies and social networks.
Fluent Speaker of English & Arabic, (French is a plus).
Mastering Microsoft Office suite and internet tools.
Perfect communication skills.
Interested in taking challenges.
Having a Commercial and business background is a plus.
Results oriented with the ability to work in a fast-paced environment.
Strong time management and organizational skills.
Committed to meeting deadlines with high quality results.
A proven ability to work independently and as part of a team.