Social Media Moderator

Talent 360 is hiring a Social Media Moderator to join our team.

This is a full-time opportunity for a customer-focused professional who is passionate about delivering exceptional online customer experiences. The ideal candidate will manage customer interactions across social media platforms, provide timely support, and contribute to maintaining a positive brand image through professional and effective communication.

About the Role

As a Social Media Moderator at Talent 360, you will be responsible for handling customer inquiries, comments, and messages across social media channels. You will ensure customers receive accurate information, resolve concerns efficiently, and collaborate with internal teams to deliver an outstanding online shopping experience for a growing fashion retail brand.

Key Responsibilities

• Respond promptly and professionally to customer inquiries received through social media platforms and messaging channels.
• Handle customer inquiries related to products, sizing, availability, orders, deliveries, exchanges, and returns.
• Resolve customer complaints and escalate complex cases to the appropriate departments when needed.
• Follow up with customers to ensure timely issue resolution and a positive customer experience.
• Monitor comments, reviews, and direct messages while maintaining the brand's tone of voice.
• Coordinate with the warehouse, operations, and e-commerce teams regarding order updates and customer requests.
• Record customer interactions and maintain accurate documentation of inquiries and resolutions.
• Identify recurring customer concerns and provide feedback to support service and operational improvements.
• Support promotional campaigns, product launches, and seasonal sales by responding to customer inquiries.
• Achieve customer service quality standards and response time targets.

Work Details

• Company: Talent 360
• Employment Type: Full-time
• Work Model: Hybrid
• Location: Palm Hills, 6th of October
• Working Days: Sunday to Thursday, plus every other Saturday (Remote).
• Working Hours: 9:00 AM – 5:00 PM or 10:00 AM – 6:00 PM

Requirements

• Bachelor's degree.
• 0–2 years of experience in customer service, social media moderation, online customer support, or a similar role.
• Previous experience in the fashion, retail, or e-commerce industry is preferred.
• Very good command of English (especially written) is required.
• Excellent written and verbal communication skills in Arabic.
• Strong customer service, problem-solving, and conflict resolution skills.
• Ability to manage multiple conversations simultaneously in a fast-paced environment.
• Familiarity with social media platforms such as Instagram, Facebook, TikTok, and WhatsApp Business.
• Good organizational skills and attention to detail.
• Proficiency in Microsoft Office and Google Workspace is an advantage.
• Positive attitude, strong teamwork skills, and customer-first mindset.

Benefits

• Medical Insurance
• Hybrid Working Model
• Flexible Working Hours