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Job Description
- Continuously monitor all social media platforms, upload posts on daily bases, and respond to all inquiries and needed comments in a friendly respectful manner.
- Communicate with other departments making sure that all content and data are being prepared properly to be uploaded on time, being the main interlink m between the digital marketing department and other departments related to social media content specially the design department
- Rotate through each channel to check new uploads, engage with the community, investigate issues, provide customer support, or respond to inquiries.
- 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.
- Service social media customer accounts, processing inquiries, and complaints and escalating when necessary.
- Follow up on issues and complaints making sure that the results are always satisfactory to client and company, both ways.
Job Requirements
- Previous experience in social media content moderator role.
- Excellent communication skills.
- 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 are a must.
- Knowledge of customer service practices and principles.
- Proficient in relevant computer applications.
- Serve as the lead point of contact for all customer account management matters
- Build and maintain strong, long-lasting client relationships
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Clearly communicate the progress of monthly/quarterly initiatives to internal stakeholders
- Forecast and track key account metrics
- Prepare reports on account status
