Account Advisor II – Social Media

Job Description

<strong><u>Role Summary/Overview</u></strong><p><br></p><strong>The Social Community Manager is responsible for providing exceptional customer experience to users and developing talabat’s online community. He/she acts as the brand’s spokesperson, by communicating with users on social media channels aligned with talabat’s brand values.</strong><p><br></p><strong>If you’re looking to embark on a digital marketing career, keep reading as this role could be just for you!</strong><p><br></p><strong><strong>Role Scope</strong></strong><p><br></p><strong><u>Responsibilities</u></strong><p><br></p><ul><li>Provide exceptional customer experience on social media channels – including but not limited to replying to customers inquiries, requests, complaints, and escalations in a timely manner, taking actions to retain customers whenever needed </li><li>Interact with community members and customers in a professional, personable, and timely manner to grow and keep the community alive</li><li>Monitor, track and report on community feedback and online reviews</li><li>Strengthen relationships with our loyal customers and key influencers within the community.</li><li>Deploy social listening tools to monitor positive/negative comments and topic trends, and strive to boost engagement and resolve any potential conflicts that may affect brand reputation</li><li>Be creative in responses and formulating the replies in the FAQ sheets. </li></ul><p><br></p><strong><u>Skills &amp; Qualifications</u></strong><p><br></p><ul><li>BSc Degree in Marketing, Business Administration, or Equivalent.</li><li>Fluent in Arabic and English Languages (especially written communication and content writing).</li><li>Experience planning and leading community initiatives</li><li>Ability to identify and track relevant community KPIs</li><li>Attention to detail, critical-thinker and problem-solver</li><li>An average of 1-2 years of experience in social media management, on-line content writing, community management or similar role</li><li>Open and receptive to new, dynamic, and creative ideas that engage and attract social media audiences and the brand’s customers and influencers from different cultures and backgrounds.</li></ul>