The Role
Manage customer messages, comments, inquiries, complaints, and order-related requests across social media platforms. Respond professionally in Arabic, maintain the brand voice, moderate inappropriate content, coordinate escalations with internal teams, and follow up to ensure timely resolutions. Monitor customer feedback and conversations to identify recurring concerns, trends, and improvement opportunities while maintaining accuracy and customer satisfaction in a fast-paced environment.
Summary Generated by Built In
Nasoft is hiring a Social Media Moderator on behalf of one of our clients, a leading e-commerce brand in Kuwait.
We are looking for a highly responsive and customer-focused Social Media Moderator to manage customer interactions across the brand's social media platforms.
Key Responsibilities- Monitor and manage social media messages, comments, and customer interactions across different platforms.
- Respond to customer inquiries and questions accurately, professionally, and within the required response time.
- Follow up on customer orders, requests, and complaints and ensure they are properly handled.
- Handle customer complaints and coordinate with the relevant teams to ensure fast and effective resolution of issues.
- Focus on maintaining high customer satisfaction and delivering a positive customer experience.
- Maintain the brand's tone of voice across all customer interactions.
- Monitor and report inappropriate, offensive, or spam content according to moderation guidelines.
- Identify recurring customer concerns and share relevant insights with internal teams.
- Coordinate with Customer Service, Operations, Logistics, Marketing, and other relevant departments when needed.
- Follow up on escalated cases to ensure timely resolution and proper customer communication.
- Monitor customer feedback and social media conversations to identify trends and areas for improvement.
Requirements
- 1–2 years of experience in Social Media Moderation, Community Management, Customer Service, or a similar role.
- Fluent Arabic with excellent command of the Kuwaiti dialect.
- Excellent written and verbal communication skills.
- Strong customer service and problem-solving skills.
- Previous experience working with Kuwaiti customers or in the GCC e-commerce market is highly preferred.
- Ability to handle a high volume of messages, comments, and customer inquiries while maintaining accuracy and professionalism.
- Strong attention to detail and follow-up skills.
- Ability to work under pressure in a fast-paced environment.
- Good understanding of social media platforms, especially Facebook, Instagram, TikTok, and X.
- Experience with social media management or customer service tools is a plus.
Benefits
Workeing Conditions & Benefits:
- Working Model: On-Site in Kuwait
- Working DAys: 6 Days per week
- The company provides health insurance.
- The company provides social insurance.
Skills Required
- 1–2 years of experience in social media moderation, community management, customer service, or a similar role
- Fluent Arabic with excellent command of the Kuwaiti dialect
- Excellent written and verbal communication skills
- Strong customer service and problem-solving skills
- Ability to handle high volumes of messages, comments, and customer inquiries accurately and professionally
- Strong attention to detail and follow-up skills
- Ability to work under pressure in a fast-paced environment
- Good understanding of Facebook, Instagram, TikTok, and X
- Previous experience with Kuwaiti customers or in the GCC e-commerce market
- Experience with social media management or customer service tools
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The Company
What We Do
Nasoft.eg is an Egyptian HR services firm that specializes in recruitment, outsourcing, and human resources management. Their mission is to help companies achieve recruitment goals efficiently by connecting businesses with top talent through specialized hiring services and modern technology. They focus on technical, functional, and administrative roles to help organizations build scalable teams and enhance their competitiveness in the market.
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