Senior Content Operation specialist
BIGO
مجموع سنوات الخبرة :8 years, 7 أشهر
1- Lead content operations by guiding team members and specialists, managing editorial calendars, and
executing content distribution and promotion strategies using digital marketing techniques to maximize
engagement across channels.
2- Collaborate with leadership to refine and execute a content strategy aligned with business objectives
and audience needs, establish robust governance for compliance, and oversee the scheduling and
optimization of content including SEO to enhance visibility.
3- Maintain high-quality content standards with thorough editing and proofreading, manage budget
allocations for content production, and ensure adherence to all legal and regulatory requirements
1- Demonstrate expertise in managing VIP client accounts, including setup, modification, and deactivation,
while providing top-tier customer service to address high-profile inquiries and concerns through various
communication channels like phone, email, and chat.
2- Utilize advanced technical knowledge of account management systems and software, ensuring
adherence to strict data security and privacy regulations to securely handle sensitive VIP client
information and resolve issues efficiently.
3- Maintain meticulous records of VIP client interactions and transactions for auditing purposes, adapt
seamlessly to changes in account management processes, and uphold professionalism when handling
disputes and disagreements with empathy and tact.
4- Collaborate effectively with colleagues to address complex issues related to VIP accounts, stay
updated on industry best practices and system enhancements, and contribute strategically to process
improvements to enhance client satisfaction and retention.
1- Manage basic client account tasks including setup, modification, and deactivation, while delivering
prompt and effective customer service through various communication methods like phone, email, and
chat.
2- Utilize account management systems and software competently, ensuring compliance with data
security and privacy regulations to handle client information securely and resolve issues quickly.
3- Maintain accurate records of client interactions, adapt to changes in account management processes,
and work collaboratively to address account issues, staying informed about industry practices to
enhance client service
1- Led and motivated a customer service team, managing daily operations including task assignments
and scheduling. Oversee resolution of escalated issues and guide team members in handling complex
customer interactions.
2- Ensure the team delivers consistent, high-quality service, adhering to quality standards and data
security regulations. Monitor performance through key performance indicators (KPIs), identify training
needs, and provide coaching to enhance skills.
3-Foster a positive work environment by managing team schedules and resources efficiently, resolving
conflicts, and instilling a strong commitment to customer satisfaction. Adjust team strategies to meet
evolving client and industry demands.
1- Develop and implement tailored training programs and materials for customer service representatives,
ensuring alignment with outsourcing company objectives and client needs. Utilize effective training
tools and software for e-learning and classroom sessions, and stay updated on industry trends to keep
training content relevant.
2- Measure the effectiveness of training through customized assessments, identify skill gaps, and provide
targeted coaching and mentoring to enhance representative performance. Provide feedback to
management on training outcomes and areas for improvement.
3- Manage training schedules efficiently, adapt training strategies to meet changing needs, and maintain a
positive learning environment by resolving conflicts and challenges that arise during training sessions,
with a strong emphasis on achieving customer satisfaction.
1- Deliver exceptional customer support across multiple channels including phone, email, chat, and social
media, ensuring quick and accurate resolution of inquiries, complaints, and concerns to maintain
customer satisfaction. Maintain detailed records of customer interactions in the company's CRM
system, and continuously improve service by gathering and analyzing customer feedback.
2- Develop a thorough understanding of the client’s products or services to provide informed support and
promote additional offerings appropriately.
3- Adhere to all client and company guidelines, including
security protocols, while staying updated on product updates and industry trends to consistently meet
or exceed performance indicators such as response times and customer satisfaction rates.
aviation and tourism