Digital Marketing and Customer Service Executive at Elvaridah

Job Summary


The Customer Service and Marketing Executive plays a dual-function role, acting as both the first line of communication for customer interactions and a key player in executing digital marketing strategies.
This role bridges the gap between the company and its customers, ensuring satisfaction while promoting products and services to boost sales and strengthen brand presence.


Key Responsibilities

Customer Service Responsibilities:


Serve as the first point of contact for guests across all communication platforms (phone, email, in-person, and social media).
Handle inquiries, feedback, and complaints promptly and professionally.
Maintain accurate logs of customer interactions using CRM software.
Conduct follow-ups to ensure customer satisfaction and resolution of issues.
Monitor service quality by collecting and analyzing feedback.


Marketing Responsibilities:


Assist in planning and executing both offline and digital marketing campaigns.
Create and manage marketing content (flyers, blog posts, email newsletters, social media posts).
Maintain an active presence across social media platforms, ensuring timely engagement.
Track campaign performance and generate reports.
Identify customer trends to inform future marketing strategy.


Corporate Client Management:


Act as a dedicated liaison for corporate accounts, ensuring excellent service and sustained business relationships.
Maintain a database of client communications and agreements.
Coordinate personalized services, exclusive offers, and timely follow-ups to build loyalty.


Combined Duties:


Ensure all communications and materials reflect the company's branding and values.
Collaborate with internal departments to align service delivery with marketing promises.
Contribute to business development initiatives through active client engagement.


Qualifications


Interested candidates should possess relevant qualifications with 2-5 years experience.


Standard Operating Procedures (SOP)
Customer Interaction:


Acknowledge all inquiries within 1 business hour.
Record every customer interaction in CRM.
Escalate unresolved complaints within 24 hours.
Conduct follow-ups post-service within 48 hours.
Corporate Client Engagement
Update client communication logs weekly.
Contact corporate clients monthly with offers or updates.
Ensure contracts, proposals, or concerns are resolved within 5 business days.


Marketing Execution:


Finalize promotional calendars by the 25th of each month.
Design and distribute campaign materials on schedule.
Submit campaign performance reports within 3 days of conclusion.


Social Media & Digital:


Post at least 3 times per week.
Respond to social media messages/comments within 1 hours.
Highlight one customer story/testimonial weekly.


Reporting:


Submit a biweekly performance report.
Propose 2 action points per report based on trends or gaps identified.