Social Media Moderator

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.