Community Management Executive

Careem is the leading technology platform for the greater Middle East. A pioneer of the region’s ride-hailing economy, Careem is expanding services across its platform to include payments, delivery and mass transportation

Careem’s mission is to simplify and improve the lives of people and build a lasting institution that inspires. Established in July 2012, Careem operates in more than 120 cities across 15 countries and has created more than one million job opportunities in the region

About the role

The Community Management Executive is responsible for advocating the brand on all social media networks. They have a deep understanding of the brand's social persona and guidelines and are accordingly able to actively engage with and grow the online community. In the process, you will be

1. A-Z customer relations responsible for all customer support and answering all inquiries with a response time of 20 minutes. They will also be able to take the conversation offline and contact the customer directly to resolve any issues directly. They will be trained on a number of CRM platforms in order to accurately communicate or escalate each and every inquiry incoming from the brand numerous social media channels
2. Brand advocacy :

• Engagement: actively engage/converse with existing or new potential customers.
• Re-engagement: actively keep the conversation going with existing or new potential customers.
• Seeding: monitor and select relevant or trending conversations online, and seed the brand into the discussion.
• Reporting & helping develop internal processes
  
  • Develop monthly reports on customer satisfaction, engagement rates, response time, escalation issues, etc.
  • Help the Head of Community Management with collating and consistently updating brand FAQ documents.