Social Media Agent

Job Title: Social Media AgentDepartment: Customer Experience / Contact CenterLocation: DokkiReports To: Social Media Team Leader / Customer Experience SupervisorJob Summary:The Social Media Agent is responsible for managing customer interactions across all social media platforms, ensuring timely, professional, and high-quality responses. This role plays a key part in maintaining the company’s online reputation, addressing customer inquiries, and enhancing overall customer satisfaction through effective communication and problem resolution.Key Responsibilities:Handle customer inquiries, complaints, and service requests received through social media platforms such as Facebook, Instagram, X (Twitter), and others.Respond to messages, comments, and mentions promptly and professionally, maintaining a consistent brand tone and voice.Support customers with membership-related inquiries, service information, and problem resolution.Collaborate with internal teams (Operations, Marketing, and Customer Experience) to ensure accurate and timely responses to customer issues.Track, monitor, and escalate customer feedback or recurring issues to relevant departments for resolution.Maintain a positive brand image through excellent communication and customer engagement.Participate in regular quality and performance reviews to ensure service standards are met.Stay up to date with company updates, campaigns, and promotions to ensure accurate information sharing.Qualifications & Requirements:Bachelor’s degree in Communication, Marketing, Business Administration, or a related field.0–5 year of experience (fresh graduates are welcome to apply) or 3+ years of experience in a customer service or social media handling role.Strong written communication skills in Arabic and English.Proficiency in using major social media platforms and related management tools.Excellent customer service attitude with strong problem-solving skills.Ability to work under pressure and handle multiple conversations efficiently.Preferred Skills:Experience working in a call center or customer experience environment.Familiarity with CRM or ticketing systems (e.g., Zendesk, Freshdesk).Knowledge of social media analytics and reporting tools is a plus.