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.