Social Media Marketing Specialist

As a Social Media Moderator & Customer Engagement Specialist, you are the primary voice of our brand across all digital platforms. This role goes beyond simple commenting—you are responsible for managing the entire customer journey, from the initial greeting to scheduling physical visits and ensuring long-term customer success. You will blend community management, real-time chat support, and administrative coordination to provide a seamless experience for our audience.

• Active Monitoring: Monitor and reply to comments and mentions across Instagram, TikTok, and Facebook to maintain a positive brand image.
• Community Management: Moderate social media pages and merchant communities in private groups.
• Networking: Communicate with industry professionals and influencers via social media to build a strong network.
• Issue Escalation: Service community admin accounts, processing emails and complaints, and escalating when necessary.
• Inquiry Handling: Work with customer service to ensure all inquiries are handled in a timely and professional manner.
• Lead Identification: Proactively identify sales leads and educate in-market customers on product functionality and service.
• Real-time Chat: Manage high-volume inquiries via WhatsApp, Messenger, and Direct Messages (DMs), providing instant assistance and building rapport.
• Voice Support: Handle inbound/outbound phone calls when a personal touch or complex explanation is required.

• Visit Coordination: Convert inquiries into action by scheduling visits or appointments and managing the digital calendar.
• Follow-up Mastery: Conduct proactive follow-ups with potential leads who expressed interest but haven't committed, ensuring no customer falls through the cracks.
• Data Accuracy: Maintain accurate scheduling records and ensure timely confirmations with customers.

• Information Hub: Act as a human knowledge base, providing customers with detailed product/service info, pricing, and FAQs.
• Ticket Management: Process and resolve customer support tickets using internal systems, ensuring all issues are closed within the designated SLA.
• Success Advocacy: Reach out to existing customers to ensure satisfaction and gather feedback to improve services.
• Complaint Resolution: Handle complaints professionally to ensure full resolution and customer satisfaction.

• Scheduling: Publish content across Instagram, TikTok, and Facebook according to the content calendar.
• Collaboration: Coordinate with marketing and design teams to ensure timely and accurate content delivery.
• Brand Consistency: Ensure consistency in tone of voice and brand messaging across all platforms.

• Data Entry: Log all customer interactions, inquiries, and leads into the CRM system.
• Lead Tracking: Track lead status (new, follow-up, converted, lost) and maintain updated records.
• Performance Analysis: Prepare weekly and monthly reports on key performance metrics (KPIs) such as response time and conversion rates.
• Process Improvement: Identify recurring issues and recommend improvements to operational efficiency.

• Bilingual Proficiency: Strong communication skills in both Arabic and English.
• Volume Management: Ability to manage high-volume conversations across multiple digital platforms simultaneously.
• Analytical Thinking:Strong ability to analyze data and prepare comprehensive performance reports.
• AI Integration:Professional proficiency in using AI tools to enhance productivity and communication quality.
• Customer-Centric: A mindset focused on problem-solving and customer satisfaction.
• Sales Awareness: Basic understanding of sales funnels and lead conversion.
• Technical Savvy: Experience with CRM tools and social media management platforms.
• Resilience: Ability to multitask and perform effectively under pressure.