The Community Management Executive 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.In process, you will be
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A-Z customer relations responsible for all customer support and answering all inquiries with a response time of 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
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Brand advocacy
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Engagement: actively engage/converse with existing or new potential customers.
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Re-engagement: actively keep the conversation going with existing or new potential customers.
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Seeding: monitor and select relevant or trending conversations online, and seed the brand into the discussion.
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Reporting & helping develop internal processes
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Develop monthly reports on customer satisfaction, engagement rates, response time, escalation issues, etc.
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Help the Head of Community Management with collating and consistently updating brand FAQ documents.
Requirements
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Outgoing personality: sociable, articulate, positive, talkative and eager to converse with our fan base and customers.
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Writing skills: excellent use of language matched with proper customer relation
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Languages: we are looking for individuals that are able to speak, read and write both of the below languages.
- Kurdish and English
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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.
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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.
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Overall: great time management skills, ability to multitask, intelligent, handles pressure.
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Education: Post-graduate
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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.