Community Management Lead
Careem
Casablanca, Morocco
il y a 5j

ABOUT THE ROLE

A Community Management Lead is responsible for advocating the brand on all social media networks. They have a deep understanding of the brand's social persona and guidelines and are accordingly able to actively engage with and grow the online community.

Key responsibilities include :

  • A-Z customer relations responsible for all customer support and answering all inquiries with a response time of less than 20 minutes.
  • They will also be able to take the conversation offline and contact the customer directly to resolve any issues directly.

    They will be trained on a number of CRM platforms in order to accurately communicate or escalate each and every inquiry incoming from the brand numerous social media channels

  • Brand advocacy Engagement : actively engage / converse with existing or new potential customers.Re-engagement : actively keep the conversation going with existing or new potential customers.
  • Seeding : monitor and select relevant or trending conversations online, and seed the brand into the discussion.

  • Reporting & helping develop internal processes Develop monthly reports on customer satisfaction, engagement rates, response time, escalation issues, etc.
  • Help the Head of Community Management with collating and consistently updating brand FAQ documents.

    Requirement Summary :

  • Outgoing personality : sociable, articulate, positive, talkative and eager to converse with our fanbase and customers.
  • Writing skills : excellent use of language matched with proper customer relation
  • Languages : we are looking for individuals that are able to speak, read and write one, all or a combination of the below languages.
  • EnglishArabic - GCC Dialect

  • Social media experience : experience with the following social media channels is a must : Facebook, Twitter, Instagram.
  • Training on different social media tools will be provided.

  • Willingness to work on a shift basis : Community Management is a 24 / 7 job. The CM department allocates times and shifts to each member of the team on a rotational basis, this includes evening and night shifts, weekends, and public holidays.
  • Overall : great time management skills, ability to multitask, intelligent, handles pressure.
  • Education : post-graduate
  • Culture fit : Careem is a start-up growing at a tremendous pace on a daily basis. The team and talent we recruit are highly energetic, ambitious, hardworking, reliable, kind and unique in their own characters
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