May 18, 2018

Social Media Customer Care Representative UAE Careers - Farah Experiences

  • Farah Experiences
  • Abu Dhabi - United Arab Emirates
Full time Admin, Secretarial and PA Jobs Customer Service and Call Center Jobs Sales and Marketing Jobs

Job Description

Job Title:  Social Media Customer Care Representative

Company Name: Farah Experiences

Location: Abu Dhabi, United Arab Emirates (UAE)


Job Summary: The Social Media Customer Care Representative will be responsible for social media customer service on Twitter and Facebook pages as well as other social platforms for a wide range of brands represented on Yas Island. To be successful you must have a passion for customer service and written communications.


Key Duties and Responsibilities:

  • Quickly respond to comments concerning support issues made on our social channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community.
  • The Social Media Customer Care Representative will also maintain the highest level of professionalism while managing sensitive issues
  • Demonstrate empathy while providing thoughtful and prompt resolutions.
  • Develop a friendly rapport with customers, often in 140 characters or less
  • Follow up frequently with customers throughout the life of their complaint resolution.
  • The Social Media Customer Care Representative will research complex and escalated situations and recommend solutions.
  • Provide thoughtful, strategic insight regarding customer requests and service-related trends to our development, product, and marketing teams.
  • Strive to exceed volume and quality goals.
  • Help with side projects as needed.


Qualifications, Skills and Experience:  

  • The applicant must hold a Bachelor’s degree or equivalent experience.
  • One to three years of experience in customer-centric industry, preferably with experience providing customer support via social media.
  • Excellent written English and/or Khaleej Arabic language skills.
  • Strong computer and typing skills. Particularly high level of comfort in web based applications and navigation between tools.
  • Experience with Sprinklr or other social media engagement platforms a plus.
  • Exceptional written communication skills with keen attention to detail.
  • Entrepreneurial spirit with ability to manage workload efficiently.
  • The Social Media Customer Care Representative must be passionate about providing excellent support. You enjoy tackling a challenge head on and never shy away from an opportunity to learn and grow. You love social media and understand the importance of brand consistency
  • Empathetic and perceptive. You can identify the tone of a customer and adjust your approach accordingly. You are proactive and always anticipate customer needs.
  • Authentic and honest. You’re not afraid to be yourself, and you have a desire to connect with others in a genuine way. You communicate openly and respectfully with teammates.
  • Reliable and accountable. You can adhere to a consistent work schedule. You accept ownership over the quality of your work, and take initiative to keep improving.
  • You’re an innovator who can think of solutions to the trickiest puzzles.
  • You bring compelling ideas to the table in an effort to catalyse positive change.

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