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Digital Customer Experience Manager

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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.
Required Skills and Qualifications:
  • 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.
Becoming Part of Our Team:

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.