CS Social Media Representative

Hours Full Time

Department Operations Catalog and Customer Service Department

Location Remote

Company Profile

el Grocer is a UAE based grocery delivery marketplace platform We aim to delight shoppers with our service through the supermarkets specialty grocers and the brands partners we collaborate with Our vision is to fulfill the shoppers needs while supporting the digitization of the grocery industry

This is a demanding role as a key point of contact in our startup that acts as the voice to our shoppers  from our shoppers The candidate must be passionate about what they will do which is caring for and delighting customers through managing the processes  team

Company URL  https://www.elgrocer.com/

What Youll Be Doing

 Key Responsibility

Handle incoming messages messages on various social media channels and delighting our shoppers quickly efficiently and effectively while proactively ensuring their requests  requirements are met and showing them that we care in case we stores let them down by making things right

 KPIs First response  issue resolution support customer satisfaction rating volume handed per agent quality of communication order issue prevention follow ups

Make sure the CS SOP is followed and maintain smooth processes that delights the shopper in every interaction they have with us

Maintain proactive and positive attitude communication and performance to convey the highest level of professionalism  care in adherence to our SOP  vision

Handle incoming messages requests and calls from different means of communications

Carefully listen to and find solutions to customer feedback

Log in Weekly  Monthly Reports to show the performance and customer complaints data to the operations catalog marketing teams  management

What You Should Already Have

2 years experience in Customer Service

Excellent command of Arabic and English languages reading writing and communications

Experience in using multiple social media tools Instagram Facebook Tiktok and others

Must know Microsoft Office  able to manage a variety of cloud based applications

Resilient to manage difficult situations

Utmost care and attention to customers

Positive attitude proactive and can do mentality

Strong internal and external communication skills: verbal and written

Experience with an online retailer is a plus

Hourly Salary up to USD 400

If you face technical difficulties during the application process please submit your application directly to [email protected]