Social Media Support Specialist

Purpose of the position: Provide excellent support for customers with Social Media Channels; ensuring proper resolution of the request complaint and within time lines as per company KPIs.

Main Tasks:

• Replying to customer requests on social media platforms.
• Ensuring proper KPI achievements about timely and accuracy of problem solving.
• Identify and delegate potential sales leads to TLM team.
• Increase customer satisfaction by carefully understanding and addressing their needs.
• Achieving the required KPI’s.
• Escalate customer issues to the appropriate teams and follow up for proper resolution.
• Create reports and propose efficiencies and initiative for increasing customer satisfaction.

Education: University degree.

Experience: At least 1 year in the Telecommunication field, Customer Care and social media experience.

Required skills: 

• Effective Communication
• Problem Solving
• Microsoft office package
• Good team player
• Excellent attitude towards their work and empathy for their customers' needs
• Excellent understanding and problem-solving skills to provide the information or solutions their customers need