Social Media Support Executive

ULTIMATE HUMAN RESOURCES SOLUTIONS LLC; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in Dubai seeks a social media manager to enhance customer engagement. The role involves monitoring social channels, responding to inquiries, and collaborating with marketing teams. Candidates should have 1-2 years of experience, excellent problem-solving abilities, and a strong grasp of social media platforms.

Qualifications

• 1-2 years in customer support or social media management.
• Understanding of social media platforms and their support features.
• Proficient in social media management tools.

Responsibilities

• Monitor social media channels and address inquiries in real-time.
• Collaborate with marketing to optimize social media campaigns.
• Develop and maintain FAQs and support workflows.

Skills

Interpersonal skills

Problem-solving

Social media management

Tools

CRM software

Microsoft Office Suite

Job description

Bachelor of Arts(Communication, Economics)

Nationality

Any

Vacancy

1 Vacancy

Job Description

• Monitor social media channels proactively, identifying and addressing customer inquiries, complaints, and feedback in real-time, ensuring prompt and helpful responses.
• Craft engaging and brand-consistent responses to customer interactions, demonstrating empathy and providing accurate information to resolve issues or provide support.
• Escalate complex or critical issues to the appropriate teams or departments, ensuring efficient resolution and maintaining clear communication with customers throughout the process.
• Analyze social media conversations and trends to identify emerging issues, sentiment shifts, and opportunities for proactive customer support and content creation.
• Collaborate with marketing and content teams to provide insights from customer interactions, informing content strategy and optimizing social media campaigns.
• Maintain a comprehensive understanding of the company's products, services, and policies to provide accurate and informed support to customers.
• Develop and maintain a knowledge base of frequently asked questions and answers to improve response efficiency and consistency.
• Manage and update social media support workflows and processes, identifying and implementing improvements to enhance customer experience.

Desired Candidate Profile

• Demonstrates 1-2 years of experience in a customer support or social media management role, preferably within the [Industry] industry.
• Exhibits a strong understanding of social media platforms (Facebook, Instagram, Twitter, etc.) and their respective support features.
• Proficient in using social media management tools, CRM software, and Microsoft Office Suite.
• Displays exceptional interpersonal skills, with the ability to empathize with customers and build rapport.
• Demonstrates strong problem-solving skills, with the ability to analyze issues and find effective solutions.

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