Digital Sales And Marketing Director
MadarSoft
مجموع سنوات الخبرة :5 years, 2 أشهر
1-Design, plan and launch sales campaigns aligned with business goals
2-Coordinate with other departments for daily tasks and operations (e.g. website, blogs, press releases, and podcasts)
3-Market research and new opportunities mapping
4-keep effective communication with current and past partners
5-Email marketing and funnel building
6-Maintain a strong online company voice through different communication channels
7-Suggest and implement direct marketing methods to increase profitability
8-Monitor ROI and KPIs
9-Stay up-to-date with digital media developments
10-keep records of daily work, and updated reports
Oversee the day-to-day operations of the
Technical Support Team
• Act as a senior agent who will drive
customer satisfaction through customer
support
• Provide direct supervision of the technical
support staff which may include:
recruitment, evaluations, and
disciplinary actions
• Act as a mentor and provide oversight,
coaching, and training to technical
support staff
• Be the point of contact when it comes to
technical escalations
• Record and track team SLAs and workflows
• Provide support where needed for both
internal and external customers.
• Clearly communicate escalated issues to
Tier 3 and product managers as needed
• Manage and report on all incoming technical
support inquiries
• On-board all new technical support
team members
• Assist in the creation of the team KPIs as
well as monitor and report on results
• Be actively involved with the operational
delivery and UAT if required for new
product and feature releases
• Monitor team performance and report
on metrics
• Ensure that all customer inquiries and
issues are solved correctly and in a prompt
and professional manner
• Work to create any relevant support material
for the team
• Provide a feedback loop to wider staff and
customers on resolved and in progress
problems and incidents
• Implement any necessary preventive
Answering phones from customers
professionally and responding to customer
inquiries and complaints.
Researching required information using
available resources.
Handling and resolving customer complaints
regarding to customer service problems.
Providing customers with the service and
product information.
Processing forms, orders, and applications
requested by the customers.
Identifying, escalating priority issues and
reporting to the high-level management.
Routing inbound calls to the
appropriate resources.
Following up complicated customer calls
where required.
Completing call notes and call reports as
necessary and updating them in the CRM.
Obtaining and evaluating all relevant data to
handle complaints and inquiries.
Recording details of comments, inquiries,
complaints, and actions taken.
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