The Social Media Customer Care Executive is responsible for social media
customer service on all Social Media platforms used by Experience Hub for a
wide range of brands represented in Abu Dhabi. To be successful you must have
a passion for customer service, Social Media and written communications.
In order to be considered for the role, you will be able to:
* Respond to comments, complaints and reviews made on our social channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community.
* Proactively engage with guests to raise brand awareness and to grow the number of followers on our social channels.
* Answer collaboration requests of Influencers and ensure that all details are forwarded to the relevant department for further action and communication.
* Work closely with all departments to acquire relevant information to provide accurate responses for our customers.
* Identify and deliver Wow moments to enhance the guesta€™s experiences during their visits.
* Create and update weekly reports on Community Management.
* Maintain the highest level of professionalism while managing sensitive issues.
* Demonstrate empathy while providing thoughtful and prompt resolutions.
* Provide thoughtful, strategic insight regarding customer requests and service-related trends to our development, product, and marketing, teams.
* Strive to exceed volume and quality goals.
* Help with side projects as needed.
MINIMUM QUALIFICATIONS, EXPERIENCE AND SKILLS REQUIREMENTS
Qualifications:
Essential:
* Bachelor's Degree or equivalent experience
Years of Experience:
Essential:
* 3 or more years in customer-centric industry, preferably with experience providing customer support via social media.
Skills:
Essential:
* Excellent written English and Modern Standard Arabic language skills
* Strong computer and typing skills. Particularly high level of comfort in web-based applications and navigation between tools.
* Exceptional written communication skills with keen attention to detail.
* Entrepreneurial spirit with ability to manage workload efficiently under stress
* Being able to work independently and in a team.
* Good knowledge in Microsoft Office applications
Desirable:
* Experience with Sprinklr or other Social Media engagement platforms.
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