CX Copywriter - iHorizons

Job Summary
You will be responsible for creating clear and compelling content that enhances the overall customer experience for one of our key customers. You will work closely with crossfunctional teams including design marketing and product development to develop content in both Arabic and English that aligns with the companys brand voice and messaging. You will be working alongside our customer experience team members to ensure that the message is clear in all digital channels.

Job Objectives

• Writing clear attractive and compelling copy/content for various digital channels
• Working with creative professionals and designers to build marketing campaigns and write persuasive copy/content for those campaigns and promotions to increase customer engagement.
• Monitoring and analyzing the performance of the copy and making adjustments accordingly.
• Ensure that the copy is effective and relevant according to industry trends and best practices.
• Conducting necessary thorough research and interviews that will help in writing the required content

Job Responsibilities
Content creation & management

• Write and manage all CTAs and descriptions in all digital channels journeys in both Arabic and English.
• Ensure that all copy complies with the telecom industrys legal and regulatory requirements.
• Conduct user research and testing to understand the target audience and their needs and use that information to inform and guide the copywriting process.
• Revise and audit existing journeys with recommendations on CTAs & description improvements.
• Ensure all content added is approved per process.
• Edit and proofread copy/content as needed
• Create a file that contains all CTAs and descriptions per channel & journey and ensure theyre up to date.
• Streamline answers to agents related to digital channels in the same unified voice implemented across digital channels to ensure consistency clarity and better experience for customers.
• Use SEO principles to maximize copys/contents reach
• Source images and other contents

Collaboration

• Work with the content manager to ensure other content on digital channels (e.g. offers/FAQ T&C etc) are consistent and updated across digital channels in terms of tone style and terminologies as a unified voice for the digital channels.
• Work with digital channel designers when building new journeys and handle all the content with recommendations on the best approach.
• Align with digital analytics to ensure the tagging of journeys (CTAs) are correct and up to date.

Job Requirements
Educational Qualification

• BSc/BA in marketing English journalism or a related field

Previous Work Experience

• Have 2 4 years of experience in the same position for the Telecom industry or working in a digital agency.
• Proven experience as a copywriter or related role

Skills and Abilities

• Proficient in writing and able to keep content detailed and to the point.
• Knowledge of online content strategy and creation
• Excellent writing editing and proofreading skills in both English and Arabic
• Strong research skills
• Creativity
• Collaborative spirit
• Excellent timemanagement and organizational skills

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