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.
- Develop and evolve customer service quality procedures and monitor their application
- Tracking and analyzing performance indicators.
- Create attractive content on the Internet, as well as the development of the conversational aspect to the various communities.
- Setting up weekly and monthly reports.
- Managing the partners relationships.
- Handling Partners and Customers complaints as per the agreed upon SLA.
- Managing the different Social Media Pages.
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.