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The Social Media Customer Care Executive is responsible for social media customer service on all Social Media platforms used by Experience Hub for a wide range of brands represented in Abu Dhabi. To be successful you must have a passion for customer service, Social Media and written communications.

In order to be considered for the role, you will be able to:

• Respond to comments, complaints and reviews made on our social channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community.
• Proactively engage with guests to raise brand awareness and to grow the number of followers on our social channels.
• Answer collaboration requests of Influencers and ensure that all details are forwarded to the relevant department for further action and communication.
• Work closely with all departments to acquire relevant information to provide accurate responses for our customers.
• Identify and deliver Wow moments to enhance the guest\'s experiences during their visits.
• Create and update weekly reports on Community Management.
• Maintain the highest level of professionalism while managing sensitive issues.
• Demonstrate empathy while providing thoughtful and prompt resolutions.
• 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.

MINIMUM QUALIFICATIONS, EXPERIENCE AND SKILLS REQUIREMENTS

Qualifications:

Essential:

• Bachelor\'s Degree or equivalent experience

Years of Experience:

Essential:

• 3 or more years in customer-centric industry, preferably with experience providing customer support via social media.

Skills:

Essential:

• Excellent written English and Modern Standard Arabic language skills
• 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 under stress
• Being able to work independently and in a team.
• Good knowledge in Microsoft Office applications

Desirable:

• Experience with Sprinklr or other Social Media engagement platforms.

Farah Experiences