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Job Description
- Review and moderate all SEOUDI Supermarket user-generated content and user profiles (either pre-, post- or reactive moderation) within forums, comments, images, videos and audio, liaising with communicated guidelines and policies.
- Maintain the moderation guidelines and ensure they are up to date.
- Service SEOUDI Supermarket customer accounts, processing inquires, complaints and escalating when necessary.
- Moderate communities located in social networking sites including Facebook, Twitter, Instagram and other similar social media platforms, adapting methodology where appropriate.
- Produce reports on relevant moderation statistics, issues and outcomes.
- Regularly feedback insights gained from community moderation into the Social Media team.
- Monitor all industry and company information and news to anticipate potential issues.
- Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
- Ensures all SEOUDI Supermarket policies and procedures are executed in a positive manner.
Job Requirements
- Previous experience in social media content moderator role.
- Excellent communication skills.
- Excellent command of Arabic | English (written – typing skill).
- Working operational knowledge and understanding of online community platform moderation tools (Forums, Blogs, Photo uploads, Commenting etc.)
- Customer focus and adaptability to different personality types is a must.
- Knowledge of customer service practices and principles.
- Proficient in relevant computer applications.
