Call Center Social Media Support Agent

Having been founded in ‎2017, we're the fastest-growing eyewear company in the
Middle East. We have a clear mission here, and that is to provide access to
quality eyewear at unmatched value by creating and curating the right designs
for the region. We believe that everyone should be able to express themselves
authentically and confidently--and we're on the way to making that happen!
Fast forward to today and we have a retail footprint of ‎55+ stores across four
countries (KSA, UAE, Bahrain and Kuwait) as well as already becoming the
largest online eyewear retailer in our space. It's been a phenomenal journey
so far, with more than ‎650 employees who embody our core values of Integrity,
Ownership, Boldness and Optimism, it's what has allowed us to scale at this
pace and culminated in us being a certified 'Great Place to Work ‎2023' across
all of our offices.
Our people are our strength, and we have a team of diverse (‎49% female, ‎31+
different nationalities), smart thinkers who are encouraged to think
creatively and empowered to turn their ideas into actions. To support this
growth, we are looking for intelligent, ambitious, and confident individuals
that can bring fresh and innovative thinking to eyewa and play a part in
driving the company forward on its truly exciting journey.
We are currently seeking a highly motivated and customer-oriented individual
to join our call centre team as a Social Media Support Specialist. In this
role, you will be responsible for monitoring our social media channels,
responding to customer inquiries, comments, and complaints, and ensuring a
seamless customer experience. If you have a passion for social media and a
strong commitment to delivering exceptional customer service, we would love to
hear from you.
Purpose and Scope:

Ensure compliance with centralized contact center quality standards on all
contact channels while monitoring key performance metrics to improve call
quality. Increase Team efficiency through behavior modification, enhanced
quality service to customers, and improved close rates.
Responsibilities:
* Monitor our company's social media channels, including Facebook, Twitter, Instagram, and other relevant platforms.
* Respond to customer inquiries, comments, and complaints in a prompt, professional, and courteous manner.
* Provide accurate information about our products, services, and promotions to customers through social media channels.
* Collaborate with the call centre agents to address customer issues or concerns escalated through social media platforms.
* Maintain a thorough understanding of our company's products, policies, and procedures to ensure accurate and consistent responses.
* Escalate complex or unresolved customer issues to the appropriate departments for further investigation and resolution.
* Work closely with the marketing team to stay updated on new campaigns, promotions, and product launches.
* Identify trends, patterns, and potential issues through social media monitoring and report them to the relevant teams for proactive action.
* Collect customer feedback and insights from social media interactions to contribute to process improvement and enhance the overall customer experience.
* Stay up-to-date with social media trends, best practices, and new technologies to continually improve our social media customer support efforts.
Requirements
* Previous experience in a call centre or customer service role is strongly preferred.
* Familiarity with social media platforms and their functionalities.
* Excellent verbal and written communication skills with a strong command of the English language.
* Proficient in typing and multitasking while maintaining accuracy and attention to detail.
* Empathetic and patient approach in dealing with customer inquiries and complaints.
* Strong problem-solving skills and the ability to think quickly on your feet.
* Ability to work independently as well as collaboratively within a team.
* Basic knowledge of customer relationship management (CRM) systems is desirable.
* Familiarity with the retail industry or a related field is a plus.
* Arabic is a must.
If you are successful, what we can offer is a high learning environment, no
day is the same, challenges keep coming with the ability to grow and develop
your personal skill set working alongside some of the most talented people in
the industry. Having been certified Great Place to Work, we feel we also have
a special culture and environment that we have managed to retain even though
we have scaled at a frenetic pace. Our mission is clear, we want to help
people and do it the right way by building a healthy, sustainable business
that will become one of the most loved and well-known homegrown brands in the
region. If you think you are right for this role - please apply #Teameyewa!