Oman Tel Careers Company Name :Oman Tel Job Location : Oman Oman Tel Careers About Oman Tel : We are Oman's first and leading integrated telecommunications services provider, enabling the digital society to flourish, allowing new ways of doing business while delivering a world of information and entertainment right to your fingertips Oman Tel Careers - Fulfill all communications needs of our customers - Attract and develop talent in a team-oriented environment - Deliver profitable growth to our shareholders ( Oman Tel Careers ) Oman Tel Careers List Of Jobs In Oman Tel Careers : 1.OT.Social Media Care Consumers Manager.001 ( Click Here To Apply) JOB DESCRIPTION: Role Purpose Manage the Social Media Care section and to contribute to the achievement of high levels of customer satisfaction by administering contact centre procedures and policies, also responsible of to be align with all activities for planning and executing a wide variety of digital media activities such as social media, blogging, community development and digital marketing, social bookmarking, commenting, etc. (in conjunction with Sponsorship and Events, Branding and Advertising and Corporate Communications) He/She is well connected with the broader social media world to benefit Omantel positively internally and externally. Key Accountabilities Key Activities Social Media Care Management Develop and implement Annual Social Media care strategy, including key messages aligned to business objectives. Ensure alignment of key messages in communication with objectives of business units and corporate objectives Respond to complex queries and complaints from customers through Social Media, and manage the operations. Ensure high levels of quality of service by resolving complex customer complaints in a timely manner. Monitor quality and service level agreements in response to Contact Centre required standards (i.e., protocol procedures applied) Manage resolution of customer enquiries, investigations and resolution of complaints for all Consumer and Corporate customers. Manage database management of customer account details in Social Media system. Plan and execute digital media activities to improve brand perception. Operational Management Ensure daily coordination and communication with internal and external third parties (i.e. Customer Service Relations, IT, Customer Management Systems, Shop outlets etc.) on activities related to Social Media. Work with the internet development team to ensure social media tools (e.g., FB, YouTube, Twitter, etc.) are kept up to date. Become an advocate of the Company in social media spaces, engaging in dialogues and answering questions where appropriate. Monitor clearing assessment data to investigate explanations of enquires and complaints. Monitor revenue leakage and fraud detection and escalate problems with appropriate discretion and manage issues within working parameters Monitor Social Media Care SLAs and OLAs to ensure no issues are suspended Ensure that all type of faults will be resolved on a time as per requirements Co-ordinate with other Departments to ensure smooth work flow Monitor effective benchmarks for measuring the impact of social media programs, and analyze, review, and report on effectiveness of campaigns in an effort to maximize results Regularly feedback insights gained from social media monitoring into the Marketing team, to help them evolve their strategies in a timely fashion Monitor trends in social media tools, trends and applications Constant review of social media performance and analytics Policies & Procedures Monitor adherence to agreed policies and procedures relating to the Social Media Care. Evaluate, improve and follow up procedures related to Social Media Care. Formal Reporting Ensuring reporting on weekly/monthly performance of Social media care section in order to ensure that the Social Media plan is implemented and that KPIs are met for the Social Media care. Generate daily/weekly/quarterly section performance reports that are disseminated, followed-up and filed appropriately Develop and deliver high usage reports for Omantel customers for Senior Management and other relevant Departments to assist in deciphering next steps Prepare and present ad hoc internal reports on performance and/or quality for IT and other relevant Departments on issues related of all types complaints. People Management Motivate and empower direct reports by providing the necessary tools for employees to support achievement of the Social media care Section goals Plan, manage, and review individual performance and provide regular feedback, development and coaching, taking prompt action where necessary. Establish clear direction, prioritize tasks, assign and delegate responsibility and monitor the workflow of the Social media care Section. Build opportunities for the Social Media Care Section members to suggest, participate in and contribute to improvement, innovation and knowledge sharing initiatives Provide guidance and ensure that the Social Media Care Section complies with Omantel's policies, processes, practices and systems. JOB SPECIFICATIONS Knowledge / Technical Skills Comprehensive knowledge of digital and social Media tools and techniques. Demonstrated knowledge and understanding of digital media platforms and their respective participants (Facebook, YouTube, Instagram, Twitter, Flickr etc.) and how they can be deployed in different scenarios. Good Knowledge of customer service management. Good Knowledge of Oracle and other IT systems Fluency in English and Arabic Team player, with the confidence to take the lead and guide other departments when necessary Good technical understanding of digital media including, websites, search engine, online analytical tools, media contents, videos, infographics, animation. and can pick up new tools quickly. Education / Certifications Bachelor’s Degree in Marketing; Communications or Business. Experience A minimum of 4 to 6 years’ experience in Customer Care with at least 1 years’ experience in a managerial role. To Apply Click On The Link Mentioned Above : Oman Tel Careers
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