Job brief

We are looking for a driven Social Media Specialist to attract and interact with targeted virtual communities and networks users.

What does a Social Media Specialist do?

The goal is to gradually achieve superior customer engagement and intimacy, website traffic and revenue by strategically exploiting all aspects of the social media marketing roadmap.

Social media specialists should have a solid understanding of how each social media channel works and how to optimize content so that it is engaging on those channels. You are responsible for joining relevant conversations on behalf of the brand and “soft selling” the product by providing support to current and prospective customers.

Responsibilities

• Build and execute social media strategy through competitive research, platform determination, benchmarking, messaging and audience identification
• Generate, edit, publish and share daily content (original text, images, video or HTML) that builds meaningful connections and encourages community members to take action
• Set up and optimize company pages within each platform to increase the visibility of company’s social content
• Moderate all user-generated content in line with the moderation policy for each community
• Create editorial calendars and syndication schedules
• Continuously improve by capturing and analyzing the appropriate social data/metrics, insights and best practices, and then acting on the information
• Collaborate with other departments (customer relations, sales etc) to manage reputation, identify key players and coordinate actions

Requirements and skills

• Proven working experience in social media marketing or as a Digital Media Specialist
• Excellent consulting, writing, editing (photo/video/text), presentation and communication skills
• Demonstrable social networking experience and social analytics tools knowledge
• Adequate knowledge of web design, web development, CRO and SEO
• Knowledge of online marketing and good understanding of major marketing channels
• Positive attitude, detail and customer oriented  with good multitasking and organisational ability
• Fluency in English and preferably Arabic
• BS in Communications, Marketing, Business, New Media or Public Relations

Base Salary pay: It will be discussed.

Job brief

We are looking for a Customer Care Specialist to create and deliver outstanding service to customers.

You will be also responsible for working closely with the manager to identify customer needs, provide solutions, and create better sales value.

The ideal candidate will have experience in customer care, strong communication and interpersonal skills, and a deep understanding of the company’s products and services.

Responsibilities

• Open and maintain customer accounts by recording account information.
• Resolve product or service problems by clarifying the customer’s complaint determining the cause of the problem selecting and explaining the best solution to solve the problem expediting correction or adjustment following up to ensure resolution.
• Maintain financial accounts by processing customer adjustments.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Prepare product or service reports by collecting and analyzing customer information.
• Contribute to team effort by accomplishing related results as needed.
• Manage large amounts of incoming calls.
• Generate sales leads.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/team sales targets and call handling quotas.
• Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Go the extra mile to engage customers.
• Resolve customer complaints via phone, email, mail or social media.
• Use telephones to reach out to customers and verify account information.
• Greet customers warmly and ascertain problem or reason for calling.
• Cancel or upgrade accounts.
• Assist with placement of orders, refunds, or exchanges.
• Advise on company information.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Place or cancel orders.
• Answer questions about the terms of sale.
• Act as the company gatekeeper.
• Attempt to persuade customer to reconsider cancellation.
• Inform customer of deals and promotions.
• Sell products and services.
• Utilize computer technology to handle high call volumes.
• Work with customer service manager to ensure proper customer service is being delivered.
• Closeout or open call records.
• Compile reports on overall customer satisfaction.
• Read from scripts.
• Handle changes in policies or renewals.
• Resolve customer complaints via phone, email, mail or social media.

Requirements and skills

• 2-3 years of experience in customer service or a related field
• Strong writing and editing skills, with experience writing contents and delivering standards in a timely manner
• Excellent communication and interpersonal skills, with experience presenting products or services
• Knowledge of the company’s products and services
• Strong problem-solving and decision-making skills
• Time management and organizational skills
• Flexibility and adaptability to change
• Familiarity with opening and managing customer accounts, and regular follow-ups with customers or partners.
• Ability to build and maintain relationships with customers and partners
• A desire to learn and grow in the customer care field
• Bachelor’s degree in Business Administration, or a related field
• Fluency in a second language is a plus

Base Salary pay: It will be discussed.