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…
