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Key Responsibilities:

Community Engagement & Support:

  • Customer Interaction: Respond promptly and professionally to inquiries, complaints, and feedback in English and Arabic via several communication methods and platforms.

  • User Feedback: Collect and relay user feedback to internal teams for product and service improvements.

  • Issue Resolution: Address and resolve customer concerns with full ownership, escalating when necessary to ensure timely and effective solutions.

Social Media Management:

  • Platform Management: Monitor and manage social media accounts, ensuring timely responses in both English and Arabic.

Collaboration & Communication:

  • Cross-functional collaboration: Work with marketing and customer support teams to align on community initiatives.

  • Reporting: Provide updates on community sentiment, engagement, and key issues to the team.

Quality Assurance:

  • Consistency: Ensure messaging and tone align with Bokra’s brand across all channels.

  • Standards: Maintain high service and communication quality across all interactions.

  • Data Maintenance: Identify and merge user profiles across different platforms to ensure consistent and accurate customer data, improving engagement and personalized support.

Qualifications:

  • Education: Bachelor’s degree in related fields.

  • Experience: 1-3 years of experience in community management, customer support, social media, or a similar role.

  • Language Proficiency: Fluent in both English and Arabic (spoken and written) is a must.

  • Communication Skills: Exceptional verbal and written communication skills with the ability to engage with diverse audiences in both languages.

  • Social Media Savvy: Experience managing social media accounts and familiarity with social media tools and analytics platforms.

  • Problem-Solving Skills: Strong ability to address customer concerns and provide solutions quickly and efficiently.

  • Multitasking: Capable of managing multiple projects and priorities in a fast-paced environment.

  • Empathy and Patience: Ability to remain calm and patient when addressing customer concerns or resolving issues.

Social Media Moderator

Job Summary

The Social Media Moderator for Bokra will be responsible for engaging with our online community across multiple platforms, ensuring timely and effective communication with users, and fostering a positive brand image. This role combines elements of customer support and social media moderation. The Social Media Moderator will collaborate with cross-functional teams, including marketing and customer support, to ensure that the community’s voice is heard, and user experiences are improved. This individual should be able to engage with users, resolve issues, and support ongoing brand development.