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Digital Customer Experience Manager
2 weeks ago
Job Title: Digital Customer Experience Manager
We are seeking a skilled Digital Customer Experience Manager to join our team. As a Digital Customer Experience Manager, you will be responsible for ensuring a positive digital customer experience across all social media platforms.
Key Responsibilities:- Brand Representation: Ensure a positive reflection of the organization across all social media platforms, maintaining brand integrity and positive public perception.
- Customer Query Resolution: Resolve customer complaints and queries efficiently via email or social media channels, ensuring timely and satisfactory responses.
- Response Time Management: Ensure all customer queries, complaints, and escalations received via social media are responded to within established timeframes.
- Feedback Monitoring: Continuously monitor customer feedback and review websites, identifying sentiment and trending topics.
- Trend Analysis & Reporting: Share daily trends and analysis derived from social media interactions and customer feedback.
- Daily Tracking & Follow-up: Perform daily tracking and follow-up on customer feedback reports, ensuring all issues are addressed and closed.
- WhatsApp Query Handling: Handle and respond to customer queries received on WhatsApp, maintaining prompt and helpful communication.
- Good Communication Skills: Fluent in both spoken and written English.
- Customer Service Experience: Experienced in handling customer queries.
- Multitasking and Time Management: Ability to multitask, prioritize, and manage time effectively.
- Basic Computer Skills: Basic computer skills.
- Social Media CRM Knowledge: Working knowledge of various social media CRMs (Customer Relationship Management systems).
- Availability: Ability to work in shifts.
- Education: Should be a graduate in any field.
- Social Media Interest: Demonstrated interest in social media and customer service.
We value our employees and strive to create a supportive work environment that fosters growth and development. If you are passionate about delivering exceptional customer experiences and have a keen eye for detail, we encourage you to apply for this exciting opportunity.
