Community Engagement:
Proactively foster and facilitate meaningful interactions across various social media platforms, including but not limited to Facebook, Instagram, X, Youtube, TikTok, and LinkedIn.
Respond to comments, messages, and mentions in a timely, creative, and professional manner, with an exceptional understanding of brand-specific Tone of Voice and Rules of Engagement.
Identify and engage with online communities relevant to the brands, extending the reach and impact of community engagement efforts.
Stay abreast of Social Media trends, ensuring that brand responses are relevant to social media content and current trends.
Customer Service:
Serve as a front-line representative for the brands, addressing customer inquiries, concerns, and feedback on social media and digital service channels.
Collaborate with internal departments to proactively resolve customer issues, ensuring a positive and seamless customer experience.
Set and strive to exceed personal volume and quality goals, demonstrating a commitment to continuous improvement.
Social Media Monitoring:
Monitor social media channels for brand mentions and trends, staying vigilant to both positive and negative sentiment
Utilize tools and techniques to analyze social media metrics, providing insights and actionable recommendations for continuous improvement.
Assist the Social Media Manager in the development of strategies to enhance the Online Community and Engagement of the brands
Establish and maintain a robust reporting system for community engagement and customer service metrics
Provide regular reports on key performance indicators, social media analytics, and community sentiment analysis
Collaborate with cross-functional teams to leverage data insights for strategic decision-making and the enhancement of community management strategies.
Job Essentials
High School Diploma or equivalent
2+ years in a customer-centric industry, preferably with experience providing customer support via social media.
Excellent written English and/or Khaleej Arabic language skills.
Strong computer and typing skills, with a high level of comfort in web-based applications and navigation between tools.
Exceptional written communication skills with meticulous attention to detail. • Entrepreneurial spirit with the ability to efficiently manage workloads and adapt to evolving priorities.
Desirable
Bachelor’s degree or equivalent experience, especially in Marketing, PR or Communications
2 years of Social Media Community Management experience
Experience with Sprinklr or other social media engagement platforms is a plus.
In-depth knowledge of Social Media platforms, current trends, and channel-specific nuances
Miral Destinations
