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Dell



Social Media and Community TL - French

Morocco, MA - Computer Hardware, Computer Software, Information Technology and Services

Role overview:



The Social Media TL is responsible for managing the Social Media & Community (SMAC) team based in Casablanca.



Role Responsibilities:



· Manage the attendance and prepare the team schedule



· Ensure coverage of all platforms in timely manner



· Manage the outreach and proactive outreach quality, based on audits and implement corrective actions



· Implement new processes



· Support our stakeholders, coordinate SMaC activities on site



· Be a point of contact on customer escalations



· Lead and cooperate on global SMaC projects



· Provide regular operational update to direct manager



· Execute the hiring process on site



· Ensure team member performance and development through ongoing feedback and coaching, a formal mid-year and year-end review, career discussions and a documented Development Plan; recognize and reward exceptional contributions and take timely action to improve below-expected performance:



· to engage in SMaC conversations to provide Dell’s official response and position as well as to outreach to help customers in need.



· to resolve issues voiced by customers in SMaC. This can include personal resolution and/or coordinating resolution with internal Dell resolver groups.



Other tasks:



· Public Statements on Social Media sites



· Close loop with customer & backend resolver teams



· Issue identification & escalation on process gaps



Subject Matter Expert (SME) for social media interactions



Qualifications Required Skills & Competencies:



·



2 months minimum on the current position at Dell



· Fluency in English & French



· Positive thinking



· Experience with multiple cross-functional partners between Sales, Care and Tech to achieve resolution in complex customer situations



· Strong communication skills are required with excellence in writing strong customer focus



· Ability to identify a potential problem and to escalate a problem before broad customer’s groups are impacted



· Experience with social media platforms is preferred, but not required. (Twitter, Dell Community Forum, Facebook, etc.)



· Experience with video producing and with Adobe Premier is an advantage



· Gamer community experience is an advantage



Company Description



With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell's team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.



Why work with us? - Life at Dell means collaborating with dedicated professionals with a passion for technology.

- When we see something that could be improved, we get to work inventing the solution.

- Our people demonstrate our winning culture through positive and meaningful relationships.

- We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

- Our team members' health and wellness is our priority as well as rewarding them for their hard work.



Dell is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics.



No salary provided



Posted November 28, 2014 at 05:21AM from LinkedIn http://ift.tt/1vUn3Ps

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