Social Media Moderator

About this role

Nasoft is hiring a Social Media Moderator on behalf of one of our clients, a leading e-commerce brand in Kuwait.
We are looking for a highly responsive and customer-focused Social Media Moderator to manage customer interactions across the brand's social media platforms.
Key Responsibilities

• Monitor and manage social media messages, comments, and customer interactions across different platforms.

• Respond to customer inquiries and questions accurately, professionally, and within the required response time.

• Follow up on customer orders, requests, and complaints and ensure they are properly handled.

• Handle customer complaints and coordinate with the relevant teams to ensure fast and effective resolution of issues.

• Focus on maintaining high customer satisfaction and delivering a positive customer experience.

• Maintain the brand's tone of voice across all customer interactions.

• Monitor and report inappropriate, offensive, or spam content according to moderation guidelines.

• Identify recurring customer concerns and share relevant insights with internal teams.

• Coordinate with Customer Service, Operations, Logistics, Marketing, and other relevant departments when needed.

• Follow up on escalated cases to ensure timely resolution and proper customer communication.

• Monitor customer feedback and social media conversations to identify trends and areas for improvement.

Requirements

• 1–2 years of experience in Social Media Moderation, Community Management, Customer Service, or a similar role.

• Fluent Arabic with excellent command of the Kuwaiti dialect.

• Excellent written and verbal communication skills.

• Strong customer service and problem-solving skills.

• Previous experience working with Kuwaiti customers or in the GCC e-commerce market is highly preferred.

• Ability to handle a high volume of messages, comments, and customer inquiries while maintaining accuracy and professionalism.

• Strong attention to detail and follow-up skills.

• Ability to work under pressure in a fast-paced environment.

• Good understanding of social media platforms, especially Facebook, Instagram, TikTok, and X.

• Experience with social media management or customer service tools is a plus.
Benefits
Workeing Conditions & Benefits:

• Working Model: On-Site in Kuwait

• Working DAys: 6 Days per week

• The company provides health insurance.

• The company provides social insurance.