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Social Media Specialist

Summary

Respond to customers inquires and complaints across digital platforms in a professional manner in order to ensure a high level of customer satisfaction according to Korek’s standards.

 

Key Responsibilities

• Provide excellent social media customer service with a high attention to detail in writing/editing.
• Ensure that customers’ requests and inquiries via Social Media are answered with excellent quality and in time.
• Promote Korek services and offers to customers in a professional manner.
• Suggest the proper solutions for customers’ inquiries and complaints depending on company\\\’s policies and procedures.
• Identify opportunities and threats in user-generated content surrounding the company and report them accordingly.
• Help convert our brand fans into loyal customers with engaging, responsive, responsible, surprising, and captivating social media interactions.
• Monitor trends in social media tools, applications, channels and strategy.
• Work on The Social media KPI and meet targets including but not limited to: enhance engagement rate, reduce response rate time, positive comments level increment, etc.
• Analyze on a daily basis statistics and propose means for improvements.
• Follow-up on non-solved customers complains or general problems with concerned Departments.
• Report all detected problems from the customers’ feedback to the concerned Departments.
• Contribute to the enhancement of customer satisfaction.
• Maintain and continuously improve quality of service.
• Prepare a monthly calendar for social media & community engagement initiatives.
• Engage with community across social media and communicate to any post that mentions Korek based on given instructions.
• Other duties assigned.

 

Competencies

• Have excellent oral and written communication skills.
• Have strong competency in using social media platforms.
• Customer service skills.
• Problem solving Skills.
• Have the ability to multitask.
• Reporting skills.

 

Work Experience

1-2 years of work experience in relevant field.

 

Education

Bachelor in Communication, Marketing, Business or related field.

 

Language

• Kurdish (required)
• Arabic (required)
• Arabic (preferred)