Review and moderate all SEOUDI Supermarket user-generated content and user profiles (either pre-, post- or reactive moderation) within forums, comments, images, videos and audio, liaising with communicated guidelines and policies.
Maintain the moderation guidelines and ensure they are up to date.
Service SEOUDI Supermarket customer accounts, processing inquires, complaints and escalating when necessary.
Moderate communities located in social networking sites including Facebook, Twitter, Instagram and other similar social media platforms, adapting methodology where appropriate.
Produce reports on relevant moderation statistics, issues and outcomes.
Regularly feedback insights gained from community moderation into the Social Media team.
Monitor all industry and company information and news to anticipate potential issues.
Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
Ensures all SEOUDI Supermarket policies and procedures are executed in a positive manner.
Previous experience in social media content moderator role.
Excellent communication skills.
Excellent command of Arabic | English (written – typing skill).
Working operational knowledge and understanding of online community platform moderation tools (Forums, Blogs, Photo uploads, Commenting etc.)
Customer focus and adaptability to different personality types is a must.
Knowledge of customer service practices and principles.
Proficient in relevant computer applications.
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