Job Description: Responsible for ensuring prompt, professional, and sales-oriented interaction and moderation of online content for our clients on our social media channels, within the brands tone of voice.
Responsibilities: • Maintain the Moderation Guidelines and ensure they are up to date.• Reviewing and moderating all user-generated content within comments, images, links, videos, audio, private messages, and user profiles, liaising with the rest of the team when required to maintain a good relationship with our audience, for different brands. • Managing content posting schedules. • Respond to comments and customer queries in a timely and structured manner. • Aligning with the rest of the team/ direct Manager on campaigns and selling or marketing standards and methodologies to support our business goals. • Handle complaints, work on solving them and lower escalation record. • Responding to and following up with queries from any communication channel to provide prompt and professional information on our services /products while deploying soft sales skills proactively and ensuring all queries are fulfilled on time. • Monitor social media platforms and online sources to track discussions, trends, and relevant mentions to our clients and industry. • Building a knowledge base for clients’ FAQ’s. • Report complaints, inquiries, suggestions, leads & sales requests on CRM system.
Qualifications and Work Experience • Bachelor’s degree in any relevant field. • Experience in social media moderation at least for 1 year.• Excellent command of both written and spoken English and Arabic. • Excellent computer and social media skills. • Excellent writing skills.