Summary

Respond to customers inquires and complaints across digital platforms in a professional manner in order to ensure a high level of customer satisfaction according to Korek’s standards.

Key Responsibilities

  • Provide excellent social media customer service with a high attention to detail in writing/editing.
  • Ensure that customers’ requests and inquiries via Social Media are answered with excellent quality and in time.
  • Promote Korek services and offers to customers in a professional manner.
  • Suggest the proper solutions for customers’ inquiries and complaints depending on company\\\'s policies and procedures.
  • Identify opportunities and threats in user-generated content surrounding the company and report them accordingly.
  • Help convert our brand fans into loyal customers with engaging, responsive, responsible, surprising, and captivating social media interactions.
  • Monitor trends in social media tools, applications, channels and strategy.
  • Work on The Social media KPI and meet targets including but not limited to: enhance engagement rate, reduce response rate time, positive comments level increment, etc.
  • Analyze on a daily basis statistics and propose means for improvements.
  • Follow-up on non-solved customers complains or general problems with concerned Departments.
  • Report all detected problems from the customers’ feedback to the concerned Departments.
  • Contribute to the enhancement of customer satisfaction.
  • Maintain and continuously improve quality of service.
  • Prepare a monthly calendar for social media & community engagement initiatives.
  • Engage with community across social media and communicate to any post that mentions Korek based on given instructions.
  • Other duties assigned.

Competencies

  • Have excellent oral and written communication skills.
  • Have strong competency in using social media platforms.
  • Customer service skills.
  • Problem solving Skills.
  • Have the ability to multitask.
  • Reporting skills.

Work Experience

Education

Bachelor in Communication, Marketing, Business or related field.

Language

  • Kurdish (required)
  • Arabic (required)
  • Arabic (preferred)

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