Inbound and Outbound Call Handling:
• Inbound Calls:
- Answer incoming calls promptly and professionally.
- Address customer inquiries, provide information, and resolve issues.
- Document customer interactions and update records in the CRM system.
• Outbound Calls:
- Conduct outbound calls to follow up on customer inquiries, provide information, and gather feedback.
- Perform targeted outreach for promotional campaigns, surveys, or follow-ups on previous interactions.
- Maintain detailed records of calls and outcomes.
Social Media Moderation:
• Content Moderation:
- Monitor and moderate user-generated content on social media platforms to ensure it adheres to community guidelines and policies.
- Remove inappropriate, offensive, or harmful content.
- Respond to user inquiries and comments in a timely and professional manner.
Reporting and Analysis:
• Data Management:
- Track and report accurate and timely call center and social media moderation activities.
- Analyze trends in customer interactions and provide insights to improve service delivery.
- Provide feedback on customer concerns and social media trends to relevant departments (Marketing & CRM).
Prior experience in client relations and customer service, Prior social media moderation / contact center experience. Previous ERP system exposure. Healthcare exposure is a plus. Bachelor's degree in any relevant field is preferredAdditional training or certifications in customer service, or client relations is advantageous. Proficiency in spoken and written Arabic & English is required.Proficiency in using ODOO software to manage client interactions and team performance, data analysis is a plus.Experience working in a fast-paced, dynamic environment.Passion for building and maintaining online communities.