مدير التواصل المجتمعي - Community Manager

**Position:** Community Manager**Department:** Customer Experience**Employment Type:** Full TimeJob OverviewWe are looking for a customer focused **Community Manager** to manage daily interactions with customers across social media platforms and communication channels.The role focuses on **community moderation, customer satisfaction, and customer success** ensuring that every customer receives a helpful, timely, and professional response. The main objective is to build trust, resolve customer concerns, and deliver a positive customer experience, rather than handling sales or closing deals.Key Responsibilities- Manage daily moderation across social media platforms, including comments, direct messages, and customer inquiries.- Respond to customer questions and concerns in a timely, professional, and friendly manner.- Ensure customer satisfaction by providing accurate information and helpful solutions.- Handle complaints, negative feedback, and sensitive situations professionally.- Follow up on unresolved customer issues until they are addressed.- Escalate complex complaints or issues to the relevant internal department when necessary.- Maintain the brand’s tone of voice and ensure consistent communication across all channels.- Monitor customer feedback, recurring complaints, and common questions to identify areas for improvement.- Maintain accurate records of customer inquiries, complaints, and resolutions when required.- Coordinate with internal teams to ensure customer issues are handled efficiently.- Help build a positive online community and strengthen customer trust and loyalty.- Prepare regular moderation and customer satisfaction reports.Requirements- Previous experience in community management, social media moderation, customer service, or a similar role.- Excellent written communication skills in English and Arabic.- Strong problem solving skills and a customer first mindset.- Ability to handle complaints and difficult conversations calmly and professionally.- Good organizational skills and attention to detail.- Ability to manage multiple conversations and prioritize urgent customer issues.- Strong follow up skills and a sense of responsibility.- Familiarity with social media platforms, messaging tools, and moderation practices.- Ability to remain professional and patient under pressure.Role ScopeThis position focuses on **customer support, community moderation, and customer success**. Sales, lead conversion, and closing deals are not part of the role’s primary responsibilities.

Additional Details

• Number of vacancies: 1
• Shift system: Morning and evening