Social Media Moderator

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 Twitter.

Experience with social media management or customer service tools is a plus.

Working conditions & benefits

Working model: On-site in Kuwait

Working days: 6 days per week

The company provides health insurance.

The company provides social insurance.