Key Responsibilities:
- Monitor assigned social media channels for customer inquiries, complaints, and comments.
- Respond to customer messages and posts in a timely, professional, and accurate manner.
- Engage with users in a tone and style that reflects the brand voice and aligns with company communication guidelines.
- Escalate complex issues or sensitive topics to the appropriate internal teams while ensuring proper documentation and follow-up.
- Collaborate with internal departments (e.g., logistics, operations, technical support) to resolve customer concerns quickly and efficiently.
- Record all interactions in the CRM system or ticketing tool according to standard procedures.
- Identify trends in customer feedback and share insights with management to support continuous improvement.
- Manage multiple conversations simultaneously while maintaining quality and efficiency.
- Stay updated on platform changes, company updates, new products, and campaigns.
- Participate in team meetings, training sessions, and performance reviews as required.⸻Qualifications:
- High school diploma or equivalent; a degree in Communications, Marketing, or a related field is a plus.
- Proven experience in customer service, preferably in a contact center or social media environment.
- Excellent written communication skills in [Arabic & English is a must].
- Familiarity with major social media platforms and their best practices.
- Strong typing and multitasking skills.
- Ability to remain calm and professional under pressure.
- Tech-savvy with experience using CRM, helpdesk tools, or social media monitoring platforms (e.g., Sprinklr, Hootsuite, Zendesk, Salesforce).
- Flexibility to work in shifts, including weekends and holidays if required.
Key Competencies:
- Customer-centric mindset
- Attention to detail
- Emotional intelligence
- Problem-solving skills
- Time management
- Adaptability and responsiveness
- Brand advocacy and consistency
