Social Media Agent

Job Title: Social Media Agent

Department: Customer Experience / Contact Center

Location: Dokki

Reports To: Social Media Team Leader / Customer Experience Supervisor

Job Summary:

The Social Media Agent is responsible for managing customer interactions across all social media platforms, ensuring timely, professional, and high-quality responses. This role plays a key part in maintaining the company’s online reputation, addressing customer inquiries, and enhancing overall customer satisfaction through effective communication and problem resolution.

Key Responsibilities:

• Handle customer inquiries, complaints, and service requests received through social media platforms such as Facebook, Instagram, X (Twitter), and others.
• Respond to messages, comments, and mentions promptly and professionally , maintaining a consistent brand tone and voice.
• Support customers with membership-related inquiries, service information, and problem resolution .
• Collaborate with internal teams (Operations, Marketing, and Customer Experience) to ensure accurate and timely responses to customer issues.
• Track, monitor, and escalate customer feedback or recurring issues to relevant departments for resolution.
• Maintain a positive brand image through excellent communication and customer engagement.
• Participate in regular quality and performance reviews to ensure service standards are met.
• Stay up to date with company updates, campaigns, and promotions to ensure accurate information sharing.

Qualifications & Requirements:

• Bachelor’s degree in Communication, Marketing, Business Administration , or a related field.
• 0–5 year of experience (fresh graduates are welcome to apply) or 3+ years of experience in a customer service or social media handling role.
• Strong written communication skills in Arabic and English .
• Proficiency in using major social media platforms and related management tools.
• Excellent customer service attitude with strong problem-solving skills.
• Ability to work under pressure and handle multiple conversations efficiently.

Preferred Skills:

• Experience working in a call center or customer experience environment .
• Familiarity with CRM or ticketing systems (e.g., Zendesk, Freshdesk).
• Knowledge of social media analytics and reporting tools is a plus.