Job Description

:

Experience Hub, a subsidiary of Miral is the expert destination partner and promotional arm for two primary destinations; Yas Island, the world's fastest growing leisure and entertainment destination and Saadiyat Island, Abu Dhabi's leading beach and cultural destination where transformative luxury is met with a beacon of sophistication and exclusivity.

Located in Abu Dhabi, Experience Hub works with global travel partners to design and curate holiday packages for discerning travellers to its leading destinations: Yas Island and Saadiyat Island, whilst creating itineraries that include access to world-class attractions across the UAE's capital.

The Social Media Customer Care Agent is 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.

In order to be considered for this role you must be able to:

• 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.
• 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.
• 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.

• Excellent written English and Khaleej Arabic language skills
• A Bachelor's degree or equivalent experience
• 1-3 years in customer-centric industry, preferably with experience providing customer support via social media.
• Strong computer and typing skills. Particularly high level of comfort in web-based applications and navigation between tools.
• Exceptional written communication skills with keen attention to detail.
• Entrepreneurial spirit with ability to manage workload efficiently

• Experience with Sprinklr or other social media engagement platform