|Category||Customer Service||Job type||Full Time|
SMCS is looking for SMCS Resolution Specialists for the ME Social Media Customer Service based out of Cairo.
Social Media Customer Service (SMCS) Resolution Specialists (RS) raise the bar in three categories: (1) extensive knowledge and experience with social media customer service, (2) exceptional soft skills for resolving complex contacts and de-escalating critical issues, and (3) superb critical thinking skills to recognize risk to brand/customer appropriately. Customer Service Associates (CSAs) are empowered by the Dynamic Andon Response Tool (DART), that allows them to contact RS via chat functionality for assistance during a customer contact. RS obsess over solving a customer's issue through social channels and are confident in solving advanced customer issues. RS will help and empower SMCS CSAs, expanding their capability of solving customer issues. RS will work with stakeholders and business teams to track, identify and report on trending issues for customers. RS are also responsible for identifying and signaling outdated or broken processes that affect the ability of CSAs to resolve issues, allowing Ops and PM to take action. If you enjoy problem-solving, love social media, want to help improve associates' skills and can do this always with a friendly tone, this is the job for you.
Key job responsibilities
About the team
ME Social Media team provides customer service to Amazon.eg/sa/ae customers over different Social platforms such as Facebook, Twitter, Instagram and Youtube(occasionally). SMCS is a global team and report to a single global Social Media Leader. SMCS handles customer queries over Social platform following a certain Social Order of Assistance (S0A). Along with handling aggravated customer queries and escalations, SMCS also positively engages with the customers and delight them through the Social Media Delighter program.
|Employer||Nuqtat Al Taknalojia|