Community Management Executive
At Careem, we are driven by the purpose of simplifying the lives of people and building an awesome organisation that inspires. Based in Dubai, we started our journey as a pioneer of the Middle East’s ride-hailing economy. Today, Careem is the region’s everyday Super App operational in 13 countries and over 100 cities. The Super App provides a host of daily services that people need to move around, to order things and to transfer money in one unified smartphone app. Our goal is to simplify people’s daily lives so that they can spend their precious time and mindshare on things that really matter and on realizing their potential. Team and Responsibilities Individual Accountabilities
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
Shared Responsibilities
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
Working closely, motivating, and supporting CM team members
- Key Attributes
- Well versed in Social Media platforms, traits of each platform, most relevant content and communication behavior for each platform
- A smart, creative, friendly, supportive and fun approach to communication – focusing on humanizing a brand online
- Able to work with various platforms to manage the Social Media pages and Careem’s back-end platform supporting Customers and Captains
- Public-Facing Job Post Careem is the leading technology platform for the greater Middle East. A pioneer of the region’s ride-hailing economy, Careem is expanding services across its platform to include payments, delivery and mass transportation. Careem’s mission is to simplify and improve the lives of people and build a lasting institution that inspires. Established in July 2012, Careem operates in more than 120 cities across 15 countries and has created more than one million job opportunities in the region. ABOUT THE ROLE The Community Management Executive is responsible for advocating the brand on all social media networks. They have a deep understanding of the brand’s social persona and guidelines and are accordingly able to actively engage with and grow the online community. Also, they have a strong passion and understanding of the functionality of Social Media as a whole. Key responsibilities include:
- 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
- Brand advocacy
- Engagement: actively engage/converse with existing or new potential customers.
- Re-engagement: actively keep the conversation going with existing or new potential customers.
- Seeding: monitor and select relevant or trending conversations online, and seed the brand into the discussion.
- Reporting & helping develop internal processes
- 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 across GCC markets when required.
Requirement Summary
- 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:
- Arabic Fluently
- English Fluently
- 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.
- 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.