Social Media Moderator

Nasoft is hiring a Social Media Moderator on behalf of one of our clients, a leading e-commerce brand in Kuwait.

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

• Monitor and manage social media messages, comments, and customer interactions across different platforms.
• Respond to customer inquiries and questions accurately, professionally, and within the required response time.
• Follow up on customer orders, requests, and complaints and ensure they are properly handled.
• Handle customer complaints and coordinate with the relevant teams to ensure fast and effective resolution of issues.
• Focus on maintaining high customer satisfaction and delivering a positive customer experience.
• Maintain the brand's tone of voice across all customer interactions.
• Monitor and report inappropriate, offensive, or spam content according to moderation guidelines.
• Identify recurring customer concerns and share relevant insights with internal teams.
• Coordinate with Customer Service, Operations, Logistics, Marketing, and other relevant departments when needed.
• Follow up on escalated cases to ensure timely resolution and proper customer communication.
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