AWJ Investments

Call Center Supervisor (FT)

Dubai, DubaiFull-time
About the Job
Job Purpose:
Manage the brands social media accounts.
Key Result Areas.
Job Details:

Brand Level (all brands) 
  • Reviews management (all online platforms & social media) 
    • Monitor the reviews.
    • Reply to all reviews. (positive & negative)  
  • Complains management (all online platforms & social media) 
    • Call all customers and investigate in their case internally with operations, call center and restaurant managers. 
    • Compensate customers and close all negative cases on the phone. 
    • Email customers with the digital vouchers to document the compensation. 
    • Report & document all the closed cases. 
  • Reporting 
    • Share the daily reviews by brand by market. 
    • Share the weekly ratings update along with the weekly report.
    • Create a monthly report with KPI’s highlighting the performance and improvements by brand by brand by market.
  • Audit 
    • Weekly audit on all platforms. (Delivery platforms such as Zomato, Deliveroo etc.) 
    • Ongoing investigation & auditing for the customers profiles.
  • Communications
    • Point of contact with the delivery platforms for brand updates such as menu, prices, images Etc. 
    • Point of contact with google for google listings, claiming pages, updating brand info Etc.  
    • Live chat support for the APP/Website. (TBC)