Digital Customer Care Representative

7 days ago

مصر, Egypt Orange Egypt Full time

**About the role**:
Providing online support through all social network channels (like: Facebook, twitter, YouTube) within the quality standards of the company to maintain company image and deliver best customer experience for the company customers and fans.

**About you**:
**Education**:

- Bachelor's degree from a recognized university.

**Experience**:

- 0-2 years of experience.

**Skills**:
1- Very good English both spoken and written.

2- Very good computer skills.

3- Strong Customer Orientation.

4- Strong communication, listening & interpersonal skills.

5- Flexibility & ability to work in a team.

6- Self-confident with professional behavior & attitude.

7- High sense of time management.

**Department**:
Customer Care

1. Develop a response to the particular consumer comment and ensure that the customer has a great experience with the brand by continuing the conversation online or offline in a professional manner in order to resolve his problem or continue a positive relationship.

2. Implement the social media strategy, coordinate with stakeholders across the company to ensure its effectiveness.

3. Encourage adoption of the corporate culture and the company products and services through relevant social media techniques.

4. Provide online support for fans posts for all types of lines (VIP, FC, Postpaid, Corporate) on all social network channels (Facebook, Twitter) that are related to general enquiries or complaints and escalate to different departments when needed to ensure that all the fans problems are solved then provide them with the feedback.

5. Become an advocate for the Company in social media spaces, engaging in dialogues and answering questions where appropriate.

6. Identify threats and opportunities in user generated content surrounding our brand, report to appropriate parties.

7. Monitor trends in social media and collaborate with other departments (customer relations, sales, marketing, Telco fraud, etc.) to manage reputation and coordinate actions when needed.

9. Analyze the fans posts and take the needed action if any post affects the company image negatively and take action against the fake pages.

10. Assist in the maintenance of relationships with customers in order to win referrals in the appropriate market.

11. Fully understand and adhere to company policies and procedures that generates personal / professional credibility & trust.

13. Fully understand both individual and company objectives to achieve them effectively & efficiently.

15. Early troubleshoot global problems to facilitate diagnosis and remedy and escalate to the concerned department for immediate action

**Contract**:
Regular

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