Social Media Moderator

Role Overview

Nasoft is hiring a Social Media Moderator on behalf of a leading e-commerce brand in Kuwait. The role is based on-site in Kuwait.

Role Purpose

Manage customer interactions across the brand's social media platforms with a focus on responsive, professional communication, issue resolution, and maintaining a positive customer experience while upholding brand voice and values.

Key Responsibilities

Customer Interaction & Response

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

Issue Management & Resolution

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

Moderation & Governance

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

Insights & Reporting

• Identify recurring customer concerns and share relevant insights with internal teams.
• Monitor customer feedback and social media conversations to identify trends and areas for improvement.

Stakeholder Coordination

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

Qualifications & Experience

• 1–2 years of experience in Social Media Moderation, Community Management, Customer Service, or a similar role.
• Previous experience working with Kuwaiti customers or in the GCC e-commerce market is highly preferred.

Skills & Competencies

• Fluent Arabic with excellent command of the Kuwaiti dialect.
• Excellent written and verbal communication skills.
• Strong customer service and problem-solving skills.
• Strong attention to detail and follow-up skills.
• Ability to handle a high volume of messages, comments, and customer inquiries while maintaining accuracy and professionalism.
• 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.

Additional Information

• Working Model: On-site in Kuwait.
• Working Days: 6 days per week.
• Health insurance provided.
• Social insurance provided.