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Airlines - Corporate Operations

 

Qatar Airways

Senior Social Media Officer



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10.Jul.2017
31.Aug.2017
Qatar Airways
Airlines - Corporate Operations
Qatar | Doha
QR13434

Description:

As a Senior Social Media Officer; You will be responsible for All service delivery aspects of the QR Social Media Customer Care unit. you will manage a team of Social Media lead Agents along with the below accountabilities;
Manage service quality and service levels through teams by adhering to set standards.
Develop, manage, coordinate, and implement workflows and standard operating procedures.
Administrate Social Media Engagement platform.
Responsible for the real time steering of Social Media Customer Care unit.
Responsible for the KPI achievement of the Social Media Customer Care unit.
Regularly interact with Corporate Communications to understand requirements and communicate feedback/solutions.
Planning and executing debriefing sessions for all agents before the shift commences.
Ensuring adherence to response standards and high level of customer service by processing regular quality checks.
Controlling and reducing non-SOP adherence instances on a daily basis.
Assisting the training team in developing recurrent training modules.
Creating reports and action plans to be presented to Commercial Management.
Act as single point of contact within Qatar Airways for all Social Media Customer Care procedures.

Requirements:

You must be University graduate with minimum 5 years of job related experience.
You will have excellent written and spoken English, Arabic is strong advantage.
To be successful in this role you will have excellent team-leading, problem solving and decision making skills.
Important Notes::
Qatar Airways Group does NOT charge candidates for application forms or interviews. If somebody has solicited money from you in relation to this recruitment, please report the incident to reportfraud@qatarairways.com.qa
Note: you will be required to attach the following:

1. Resume / CV

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