Omnia Hosny Email & Phone Number

Cairo, Egypt

· Manage the Community Management function across platforms including Facebook, Instagram, X, TikTok, YouTube, LinkedIn, Google MyBusiness, Trustpilot, iOS Store reviews, Google Play Store Reviews· Ensure the highest quality of replies are being sent across all channels and by all team members.· Organize the team shift schedule to ensure full coverage for the accounts.· Ensure SLAs are met across the team.· Take ownership of regular and ad-hoc reporting for the management Team.· Own the social listening function, identifying high-risk posts to flag, posts to be engaged with that don’t tag our accounts, and spotting trends in the online conversation that are either a risk or an opportunity.· Lead, motivate, and inspire team members, fostering a collaborative and high-performance work environment.· Plan and assign tasks to team members, ensuring workload balance and efficient resource allocation.· Conduct regular team meetings, performance evaluations, and one-on-one coaching sessions.· Collaborate with other departments to ensure cross-functional coordination and successful project outcomes.· Manage conflicts, resolve issues, and escalate problems to senior management when necessary.· Foster a culture of continuous learning and professional development within the team

- Manage remote team to ensure timely and efficient service is delivered to Wego users- Provide all necessary support to CS teammates on a daily basis and provide coaching- Managing hiring cycle for new team members (Filtrate CVs, Shortlist, Interviews, etc)- Interact with users through chat, mail, stores reviews, and social media to ensure customer satisfaction whenever the need arises- Prepare monthly and weekly reports and presentations to management and other departments regarding user feedback and suggestions- Handle CS team administration tasks (Schedule, attendance, etc.)

- Replying customer’s feedback across different channels including (E-mail, Live chat, Stores reviews and social media)- Prepare monthly reports about feedback analysis and partners performance

- Handle end to end recruitment process- Handle all training activities and update skill matrix- Perform annual appraisal for onsite and outsourced employees- Payroll administration

- First point of contact for DHL users in face to face interaction- Selling company products and services directly to the customers.- Act as the customer contact point for their general requests.- Initiate outbound calls to attract more business.- Record customer complaints.- Prepare daily and monthly reports.

Remote

• Provide website and apps translation and localization services from English to Arabic • Provide translation review services (Alexa Project-Amazon)• Write content for websites, blogs, articles, etc • Review machine translations and voice commands (Alexa project with Amazon.com)• Main clients are: Nabesh.com, Trivago, Youmamia, Nat Geo Abu Dhabi, Ureed.com