Social Media Moderator

NaSoft; Kuwait City; On-site; KWD 6,700 - 13,000; Full time

Benefits offered by this job

Health insurance

Social insurance

Job summary

Nasoft is hiring a Social Media Moderator for a leading e-commerce brand in Kuwait. The role focuses on managing customer interactions across social platforms, ensuring timely and accurate responses, and maintaining the brand voice. On-site in Kuwait with a fast-paced environment.

Ideal candidates have 1–2 years in social media moderation or related fields, fluent Arabic (Kuwaiti dialect), and strong communication and problem-solving skills, with preference for GCC e-commerce experience.

Qualifications

• 1–2 years of experience in Social Media Moderation, Community Management, Customer Service, or a similar role.
• Fluent Arabic with excellent command of the Kuwaiti dialect.
• Excellent written and verbal communication skills.
• Strong customer service and problem-solving skills.
• Previous experience working with Kuwaiti customers or in the GCC e-commerce market is highly preferred.
• Ability to handle a high volume of messages, comments, and customer inquiries while maintaining accuracy and professionalism.
• Strong attention to detail and follow-up skills.
• Ability to work under pressure in a fast-paced environment.
• Good understanding of social media platforms, especially Facebook, Instagram, TikTok, and X.
• Experience with social media management or customer service tools is a plus.

Responsibilities

• Monitor and manage social media messages, comments, and customer interactions across different platforms.
• Respond to customer inquiries and questions accurately, professionally, and within the required response time.
• Follow up on customer orders, requests, and complaints and ensure they are properly handled.
• Handle customer complaints and coordinate with the relevant teams to ensure fast and effective resolution of issues.
• Focus on maintaining high customer satisfaction and delivering a positive customer experience.
• Maintain the brand's tone of voice across all customer interactions.
• Monitor and report inappropriate, offensive, or spam content according to moderation guidelines.
• Identify recurring customer concerns and share relevant insights with internal teams.
• Coordinate with Customer Service, Operations, Logistics, Marketing, and other relevant departments when needed.
• Follow up on escalated cases to ensure timely resolution and proper customer communication.
• Monitor customer feedback and social media conversations to identify trends and areas for improvement.

Skills

Social media moderation

Community management

Customer service

Arabic language

Kuwaiti dialect

Written communication

Attention to detail

Work under pressure

Facebook

Instagram

TikTok

X (Twitter)

Tools

Social media management tools

Customer service tools

Job description

Nasoft is hiring a Social Media Moderator on behalf of one of our clients, a leading e-commerce brand in Kuwait.

We are looking for a highly responsive and customer-focused Social Media Moderator to manage customer interactions across the brand's social media platforms.

Key Responsibilities

• Monitor and manage social media messages, comments, and customer interactions across different platforms.
• Respond to customer inquiries and questions accurately, professionally, and within the required response time.
• Follow up on customer orders, requests, and complaints and ensure they are properly handled.
• Handle customer complaints and coordinate with the relevant teams to ensure fast and effective resolution of issues.
• Focus on maintaining high customer satisfaction and delivering a positive customer experience.
• Maintain the brand's tone of voice across all customer interactions.
• Monitor and report inappropriate, offensive, or spam content according to moderation guidelines.
• Identify recurring customer concerns and share relevant insights with internal teams.
• Coordinate with Customer Service, Operations, Logistics, Marketing, and other relevant departments when needed.
• Follow up on escalated cases to ensure timely resolution and proper customer communication.
• Monitor customer feedback and social media conversations to identify trends and areas for improvement.

• 1–2 years of experience in Social Media Moderation, Community Management, Customer Service, or a similar role.
• Fluent Arabic with excellent command of the Kuwaiti dialect.
• Excellent written and verbal communication skills.
• Strong customer service and problem-solving skills.
• Previous experience working with Kuwaiti customers or in the GCC e-commerce market is highly preferred.
• Ability to handle a high volume of messages, comments, and customer inquiries while maintaining accuracy and professionalism.
• Strong attention to detail and follow-up skills.
• Ability to work under pressure in a fast-paced environment.
• Good understanding of social media platforms, especially Facebook, Instagram, TikTok, and X.
• Experience with social media management or customer service tools is a plus.

Workeing Conditions & Benefits:

• Working Model: On-Site in Kuwait
• Working DAys: 6 Days per week
• The company provides health insurance.
• The company provides social insurance.