Community Senior Officer

Job description / Role

Head of Customer Care will be responsible for everything about customer support design to keep high customer satisfaction and achievement of SLAs, coordinate E-care and Live care specialists, ensure high employee satisfaction, low attrition and high productivity

- Setting department vision (in cooperation with Head of Engagement) and translating it into actionable targets and objectives
- Building and managing Community Management and Support team - defining detailed team structure, roles and responsibilities, selecting people for the team, providing personal development plans and managing day-to-day operations
- Ensuring that department’s vision, goals and objectives at all levels are well established, resources are allocated correctly, team is well coordinated and employee KPIs are measurable and significant value to the businesses
- Setting rules and policies for communication with community and customers - developing communication manuals for communication with community of customers via different channels including social media, external web pages and chats
- Cooperation with Customer journeys team on development of journeys and processes - participation on design of customer journeys; providing feedback from 'real life', ensuring continuous improvement of customer journeys
- Handling with customer requests and issues by communicating with them
- Cooperation with Digital marketing on development of pro-active engagement and drive distinctive customer experience -
- Development of concept for performance management and quality insurance; performance and quality management of individual team members; providing feedback and coaching to continuously improve quality

Requirements

- Bachelors in Marketing, Business Administration, Project Management or Economics with previous experience running online communities at scale
- KSA market expertise
- Telco experience
- Google Analytics
- Hands-on experience with social media management tools
- Everypost
- Buffer
- Hootsuite"
- 4-5 years of team building/management experience in digital customer management field

About the Company

Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.

Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.

We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.