Nasoft is hiring a Social Media Moderator on behalf of one of our clients, a leading e-commerce brand in Kuwait.
About the role
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
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Monitor and manage social media messages, comments, and customer interactions across different platforms.
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Respond to customer inquiries and questions accurately, professionally, and within the required response time.
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Follow up on customer orders, requests, and complaints and ensure they are properly handled.
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Handle customer complaints and coordinate with the relevant teams to ensure fast and effective resolution of issues.
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Focus on maintaining high customer satisfaction and delivering a positive customer experience.
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Maintain the brand’s tone of voice across all customer interactions.
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Monitor and report inappropriate, offensive, or spam content according to moderation guidelines.
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Identify recurring customer concerns and share relevant insights with internal teams.
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Coordinate with Customer Service, Operations, Logistics, Marketing, and other relevant departments when needed.
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Follow up on escalated cases to ensure timely resolution and proper customer communication.
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Monitor customer feedback and social media conversations to identify trends and areas for improvement.
Requirements
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1–2 years of experience in Social Media Moderation, Community Management, Customer Service, or a similar role.
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Fluent Arabic with excellent command of the Kuwaiti dialect.
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Excellent written and verbal communication skills.
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Strong customer service and problem-solving skills.
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Previous experience working with Kuwaiti customers or in the GCC e-commerce market is highly preferred.
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Ability to handle a high volume of messages, comments, and customer inquiries while maintaining accuracy and professionalism.
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Strong attention to detail and follow-up skills.
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Ability to work under pressure in a fast-paced environment.
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Good understanding of social media platforms, especially Facebook, Instagram, TikTok, and X.
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Experience with social media management or customer service tools is a plus.