About the team

The Community Management team is responsible for advocating the brand on all social media networks. We aim have a deep understanding of the brand's social persona and guidelines and accordingly actively engage with and grow the online community.

What you'll do

• Maintain and represent the Careem brand in all public and private conversations on our Social Media channels
• Ensure absolute Customer and Captain satisfaction in all Social Media interactions - evaluated through quality sessions and via CSAT surveys
• Engage with Customers and Captains on our Social Media pages, humanizing the Careem brand and elevating Social Media reputation and status
• Ensuring market and channel response time and resolution time targets are achieved as a team
• Ensuring conversations are tracked, and collective knowledge obtained from Community Management is shared across various company functions
• A-Z customer relations responsible for all customer support answering all inquiries with a target response time. They will be trained on a number of CRM platforms in order to accurately communicate or escalate each and every inquiry incoming from the brand's numerous social media channels.
• Re-engagement: actively keep the conversation going with existing or new potential customers.
• Develop monthly reports on customer satisfaction, engagement rates, response time, escalation issues, etc.
• Help with collating and consistently updating brand FAQ documents.
• Assist the team with the implementation and execution of Content Strategy in jordan when required.
• Engagement: actively engage/converse with existing or new potential customers

What you'll need

• Well versed in Social Media platforms, traits of each platform, most relevant content and communication behaviour for each platform.
• Outgoing personality, sociable, articulate, positive, talkative and eager to converse with our fan base and customers.
• Writing skills, excellent use of language matched with proper customer relation
• Languages: we are looking for individuals that are able to speak, read and write one, all or a combination of the below languages:
• Social media experience, experience with the following social media channels is a must: Facebook, Twitter, Instagram.
• Willingness to work on a shift basis, Community Management is a 24/7 job. The CM department allocates times and shifts to each member of the team on a rotational basis, this includes evening and night shifts, weekends, and public holidays.
• Overall: great time management skills, ability to multitask, intelligent, handles pressure.
• Education: graduate level.
• Culture fit: Careem is a start-up growing at a tremendous pace on a daily basis. The team and talent we recruit are highly energetic, ambitious, hardworking, reliable, kind and unique in their own characters.