Social Media Specialist
Vodafone Egypt
مجموع سنوات الخبرة :13 years, 5 أشهر
• Make sure that we communicate all brand essence message and ensure delivery to our customers as well as ensure the understanding of our customers concerning brand messages through planning of appropriate cascading methods.
• Ensure the proper engagement of Vodafone’s customer in relation to the company’s objectives and deliverables through the different social media channels.
• Develop and execute detailed and innovative consumer focused programs to build up a vibrant community and engage prospective and existing users on social media networks, forums & online communities.
• Create viral online content and run special campaigns such as contests and online events for the community.
• Listen and participate to online conversations. Facilitate consumer relationship in social media.
• Regularly feedback insights gained from social media monitoring into the Marketing and Editorial teams, to help them evolve their strategies in a timely fashion.
• Achieve Vodafone customer satisfaction by continuously developing and enhancing the online customer experience
• Liaise with Vodafone Group and service model knowledge sharing and transfer of best practices and customer experience model
• Handling the top valued Customer’s inquiries, complaints and technical inquiries .
• Ensure all complaints are accomplished in a timely manner and customers are kept informed throughout the complaint process.
• Manage the resolution of customer complaints, within given timescales.
• Be the second point of contact for all customer related issues.
• Maximizing customer satisfaction and ensuring full communication at all times.
• Obtain approval for compensation payments and ensure all parties are kept informed.
• Proactive in the development of good relations with the customers.
• Enhance customer experience and maintain the professional image of Vodafone Egypt .
• Member of Premium Voice Team which responsible of communicating with another departments and insure the best work environments and explore and encourage the new ideas .