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Social Media Moderator & Customer Support

W2M Trading
Nasr City, Cairo
Posted 28 days ago
36Applicants for3 open positions
  • 4Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

Experience Needed:
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Skills And Tools:

Job Description

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Assist in training junior Customer Support Representatives

Job Requirements

  • Experience as a Customer Support Specialist or similar CS role
  • Experience as a Social Media Moderator 
  • Worked on different social media platforms ( fb , ig , tiktok , ..etc )
  • Must have Fluent English
  • Familiarity with our industry is a plus
  • Experience using help desk software and remote support tools
  • Understanding of how CRM systems work
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases

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