Position: Customer Care Executive
Department: Customer Service / Marketing
Industry: Social Media & Digital Marketing
Job Responsibilities
Respond promptly to customer inquiries received through Instagram, Facebook, WhatsApp, TikTok, LinkedIn, email, and phone calls.
Monitor and manage comments, direct messages (DMs), reviews, and customer feedback across social media platforms.
Understand customer requirements and provide accurate information about the company's services.
Handle customer complaints professionally and coordinate with the relevant department to resolve issues.
Follow up with potential customers/leads generated through social media campaigns.
Convert social media inquiries into qualified leads and forward them to the Sales Team when required.
Maintain proper records of customer inquiries, complaints, leads, and follow-ups.
Coordinate with the Social Media, Marketing, Design, and Sales Teams to ensure timely responses to customers.
Maintain a professional and positive tone while communicating with customers online and offline.
Collect customer feedback and provide suggestions to improve services and customer satisfaction.
Monitor social media activity and identify important customer concerns that require immediate attention.
Follow up with existing customers to ensure satisfaction and encourage repeat business.
Prepare regular reports on customer inquiries, leads, complaints, and response status.
Maintain confidentiality of customer and company information.
Requirements
Previous experience in Customer Service, Customer Care, Social Media, or Digital Marketing is preferred.
Good communication and interpersonal skills.
Strong written and verbal English & Arabic communication skills.
Basic knowledge of Instagram, Facebook, TikTok, WhatsApp, and LinkedIn.
Ability to handle multiple customer inquiries simultaneously.
Good problem-solving and follow-up skills.
Professional attitude and customer-oriented approach.
Basic knowledge of MS Office / Google Workspace.
Ability to work under pressure and meet response-time targets.