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.
Farah Experiences LLC was established in 2008 to provide world-class entertainment experiences. Today, the company manages and operates Ferrari World Abu Dhabi, the world’s first Ferrari-branded Theme Park and Yas Waterworld, the UAE’s unique Emirati water theme park. Millions of satisfied guests have already visited the two iconic family attractions set in the heart of Yas Island, ideally located 10 minutes from Abu Dhabi International Airport, 30 minutes from downtown Abu Dhabi and 45 minutes from Dubai.