Lead a social media moderation team and monitoring their performance
Make sure all public reviews and posts are handled appropriately and customers are satisfied
Achieve public ratings targets all over social media apps and platforms
Generate monthly reports about public ratings and their breakdown
Investigate reasons behind negative reviews and work on shifting them to positive ones
Arrange escalations with other team leaders to make sure the customer is satisfied
Own the customer experience end-to-end and be the voice of the customer
Develop an understanding of the needs of Breadfast customers, and communicating this feedback for the on-going enhancement of the product from a customer perspective
Manage a team of customer experience personnel, in terms of overtime, vacation requests, and schedules
Review and Resolve Escalations
Evaluate team members, monitor how both the team and its individual are performing
Proactively think of ways to increase productivity and customer satisfaction.
Your observations should be documented in written reports submitted to your direct supervisor
Train New Hires
Handle daily operations to make sure that the correct procedures are followed and give directions to the team on what to do and how to improve.
Job Requirements
Bachelor's Degree
Minimum one year experience in leading a team
Excellent written and verbal communication skills in both Arabic and English languages
Previous relevant experience is a must
Experience with CRM is preferred
Flexible with rotational shifts and can cope with a fast-paced work environment
Excellent Knowledge of all social media platforms
Desire to provide an outstanding customer experience with a willingness to consistently go above and beyond for customers
Ability to deliver constructivefeedback and conduct coaching meetings.
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