Job Description

Job Summary:

We are seeking a proactive, professional, and customer-focused

Customer Service and Social Media Manager

to join our dynamic team. In this role, you will be responsible for managing customer service inquiries, handling product returns and warranty issues, monitoring and responding to online reviews, and engaging with our customer base on social media platforms. You will ensure exceptional service across all touchpoints, from resolving issues to maintaining a positive brand presence online.

Key Responsibilities:

Customer Service Management:

Handle inbound customer service inquiries via phone, email, and live chat, ensuring all queries are answered promptly and professionally. Manage returns, exchanges, and warranty claims, providing customers with clear instructions and resolving issues efficiently. Provide product information, troubleshooting, and recommendations to customers, ensuring a positive experience.

Social Media Management:

Monitor and engage with customers on various social media platforms (Google Reviews, Instagram, Facebook, etc.), responding to comments, messages, and reviews in a timely and professional manner. Maintain and enhance the company's online presence by creating engaging and relevant content, responding to customer feedback, and addressing customer concerns. Address and resolve negative reviews or comments, ensuring all responses align with the company's tone and values.

Order Fulfillment and Coordination:

Oversee the preparation of delivery orders, ensuring accuracy and timeliness. Work closely with the logistics team to ensure smooth coordination of customer orders and returns.

Data & Reporting:

Track and analyze customer service metrics and social media engagement, providing regular reports to management to identify trends and areas for improvement. Gather customer feedback to improve products, services, and the overall customer experience.

Collaboration:

Work closely with other departments (sales, marketing, logistics) to ensure a seamless customer experience. Assist in developing customer service policies and procedures to improve efficiency and consistency.

Requirements:

Proven experience in customer service, social media management, or related roles (minimum 2-3 years preferred). Strong written and verbal communication skills in

both English and Arabic

(required). Must be able to speak, read, and write fluently in both languages. In-depth knowledge of social media platforms (Google Reviews, Instagram, Facebook, etc.) and customer service tools. Experience in managing returns, warranties, and order fulfillment. Ability to handle difficult situations and customer complaints with empathy and professionalism. Excellent organizational skills and the ability to manage multiple tasks simultaneously. Ability to work independently and as part of a team in a fast-paced environment. A positive attitude and a strong commitment to delivering exceptional customer experiences. Familiarity with analytics tools for tracking social media and customer service metrics is a plus.

Why Join Us?

Collaborative and inclusive work environment. Opportunities for growth and career advancement. Work with a passionate and innovative team focused on customer satisfaction.
If you're passionate about delivering excellent customer experiences and have a knack for social media, we'd love to hear from you!

Job Type: Full-time

Pay: From AED2,000.00 per month