What You'll Do
Monitor social media channels including Instagram, Twitter/X, and Facebook for customer messages, comments, and inquiries. Respond promptly and professionally, ensuring all communication reflects the brand’s voice and service standards. Address customer concerns with clarity and empathy, guiding issues to timely resolution.
Identify and escalate sensitive or high-risk situations to the appropriate teams, ensuring potential public relations issues are flagged early. Maintain performance benchmarks for response times and service quality across all interactions. Track recurring customer issues and share insights to support ongoing improvements in service delivery.
Work closely with Customer Support, Risk, Payments, and Tech teams to resolve complex cases. Accurately log all customer engagements using internal systems such as CRM and Zendesk. Help manage app store reviews and public feedback, ensuring responses are handled with consistency and care.
Requirements
- Proven experience in customer support or social media moderation
- Fluency in both written Arabic and English
- Strong ability to de-escalate tense situations with empathy and professionalism
- Familiarity with major social platforms and customer service tools
- Comfort working in a fast-paced environment with multiple concurrent tasks
Preferred Qualifications
Some knowledge of fintech, particularly buy now, pay later (BNPL) services, is beneficial but not required.
Work Mode
This is a local position based at the New Cairo office. Candidates must be able to work from this location.
