Job Purpose

To create, implement and oversee communications programs that effectively describe and promote the organization and its products.

Report To Position Name

Represent Customer Care in inter-departments committees and Serve as internal liaison to the meetings department and other staff resourcesMaintain smooth communication between customer care department and other departments (Sales, Retail, marketing, terminals, Operations & carriers Business….etcMaintain uploading new products, services and promotions content on IVR & Company Intranet.Coordinate with IT all IVR Functions and options.Support Call Center members in the launch day of any product, promo or service in order to respond to their inquiries.Facilitate ongoing update of intranet interface layout & information of social eventsManage SharePoint administration for the customer care areaEnsure effective management of new promos, products and services workflow by providing accurate and smooth commercial communication team work flowEnsure effective implementation of culture & events coordination by ensuring timely and satisfactory implementation of recognition program, culture program and other social eventsEnsure effective and timely on going update of all Customer Care IVR and IVVRManage and develop effectively Communication Team by conducting monthly one on one/employee/month accompanied with action plan Ensure conducting monthly team meetings Ensure on going development of team members through cross function activities, following action plans and trainingCoordinate communications projects with internal stakeholders and contractors for the development and production of educational event promotional materials, SharePoint solution production and other collateral.Provide writing and editing support for all member communication including all promotional materials, Kbase content, newsletters and weekly reports.Customer Centricity Ensures those teams members create a positive internal customer experience and related touch points. Innovation Collaborate with team members to enhance existing workflows / systems and help them to develop new innovative processes and propositions/products/services. Operational Excellence Encourages others to take responsibility—Provides encouragement and support to others in accepting responsibility and high quality efficient delivery. People Management Delegates work appropriately and fairly among team’s member and sets and coach team members for appropriate standards of behavior.