Senior Associate - Social Media Care
Job Description
End to End Case Management Handle all cases received through social media platforms, ensuring timely and high-quality resolution within defined KPIs. Collaborate with relevant departments to resolve escalated cases, including those referred by senior management or regulatory bodies. Ensure customers are informed of the outcomes and relevant updates regarding their cases.
Adhere to all company policies and procedures, maintaining service quality and complaint handling standards
Effective Communication
Ensure prompt, professional responses to customer inquiries via social media, adhering to communication KPIs. Provide clear explanations to customers regarding their concerns and updates on the status of their issues. Handle outbound communications when necessary to clarify or further explain issues.
Use appropriate tone and messaging to recover dissatisfied customers and maintain brand reputation
Social Accounts Management
Monitor all Bupa Arabia social media accounts, including interactions with customers and responses to public posts, mentions, and tags. Ensure the timely management of the Chairman and CET social media accounts, with quick and effective responses to any queries or complaints.
Actively track online discussions related to healthcare insurance or Bupa Arabia to address concerns and manage brand perception
Reactive Measures
and Complaint Management
Respond promptly to customer queries and direct them to the appropriate departments for a resolution if needed. Gather supporting documents as required to facilitate case resolution.
Acknowledge and respond to complaints in a timely manner, adhering to internal KPIs and external regulatory guidelines (SAMA, CCHI).
Case Reporting & Data logging
Prepare detailed case reports for senior management when complaints are escalated or involve senior leaders, regulatory bodies, or government social media accounts. Tag and log on to all cases for data analysis, ensuring compliance with SAMA and CCHI regulations.
Maintain accurate and valuable data for reporting and performance analysis.
Skills
Strong background in customer service in insurance or hospitals Able to multitask Works well under stress and critical situations (peak times) Strong communications skills Strong trouble shooting, problem-solving and analytical skills Excellent follow up skills Efficient level in English language. Typing speed and accuracy. Clear and informative writing skills.
Job Location Jeddah , Saudi Arabia Job Role Customer Service and Call Center Years of Experience Min: 0 Max: 2
