Social Media Community Manager
IMENA
Total years of experience :12 years, 8 Months
• Moderation & Customer Service: Moderate questions, comments, and general feedback within the community, passing along relevant responses to clients or directly to consumers and removing any feedback that does not fall in line with community rules. Following escalation protocols for customer service related inquiries is essential.
• Copy-writing / Content Calendars / Editorial: write editorial copy, blog posts, marketing messages, product descriptions, etc. to post and distribute to the community. Calendars are typically produced weekly or monthly for internal and client approval.
• Incentives / Promotions: Implement social promotions including coupon codes, free merchandise, conduct polls, sweepstakes opportunities, products for review, free samples, etc. and be responsible for managing the page/app setup, legal rules, winner selection, notification and fulfillment, as needed.
• Be in charge of running and managing the call center daily.
• Set targets for all other call center agents to meet up with.
• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.
• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members.
• Prepare forecasts and budgets for the call center.
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.
• Facilitate and organize training session for all agents and participate in recruitment of new call center agents.
• Conduct regular review of all call center agents performance and organize training sessions for under performers.
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
• Obtains client information by answering telephone calls; interviewing clients; verifying information.
• Determines eligibility by comparing client information to requirements.
• Establishes policies by entering client information; confirming pricing.
• Informs clients by explaining procedures; answering questions; providing information.
• Maintains communication equipment by reporting problems.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Updates job knowledge by studying new product descriptions; participating in educational opportunities.
• Accomplishes sales and organization mission by completing related results as needed.
• Handling Inbound/Outbound calls, chat and CRM Emails.
Graduated with an excellent degree from the faculty of Archaeology and Tourism of The University of Jordan.