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Job description:

Description:

  • Align APAC and ME Customer Service communication with Global Customer Service Communication.
  • Develop and execute highly innovative internal communications strategies, messages and tactics to engage a dynamic and rapidly growing employee base in APAC and ME.
  • Proactively build and manage relationships with key internal stakeholders across a range of businesses and geographies
  • Partner with, and provide strategic counsel to APAC and ME operational leaders, particularly regarding decisions with potential impact on the business and reputation, and develop strategies to mitigate and manage.
  • Provide issues management and crisis communications support when required.
  • Provide expert internal communications counsel to diverse groups within the organization
  • Use internal communications tools including blogs, email, video, and social media tools to engage the APAC and ME customer service workforce
  • Track and report content effectiveness metrics to internal stakeholders, as well as continually monitor, analyze and tune messaging to maximize impact; and manage and support crisis communications, as needed.
  • Develop and manage internal communications (for example, intra- or cross-divisional messages, talking points, frequently asked questions (FAQs), associate-facing promotional materials, presentations, articles).
  • Develop and drive the execution of multiple business plans and campaigns for internal communications.
  • Identify and implement new and innovative communication ideas.
  • Train leadership teams on written, verbal, and visual communication strategies.

Basic qualifications:

Familiarity with Web Technologies and the Internet.

  • Bachelor Degree Required.
  • 1-3 years of experience working directly with customers to resolve issues.(Account and billing inquiries handling experience preferred).
  • Proficiency in MS Office, with an emphasis on Excel.
  • Ability to summarize technical customer issues into notes that are readable by other parties (you can paraphrase a complex issue while writing for comprehension).
  • Ability to work weekends and/or evenings.

Preferred qualifications:

  • A drive to dig into the details of a system or process to solve customer problems.
  • Some college experience in a technical field.
  • Excitement to learn new technologies and help customers succeed.
  • Excellent oral and written communication skills.
  • Proven success in a fast paced support environment.
  • Experience building or hosting a website.
  • Known as the go-to person in your family for technology related questions.
  • Demonstrated ability to analyze problems logically