We are seeking a dynamic and customer-focused Social Media Chat Consultant to manage and engage with our community across various social media platforms. The ideal candidate will be responsible for responding to inquiries, resolving customer issues, and fostering positive interactions with our audience via social media messaging, comments, and chat platforms.

Skills

• Social Media Management
• Customer Service
• Community Management
• Communication
• Empathetic
• Multitasking
• Ability to work under pressure
• Interpersonal Skills

Requirements

• Job Role Senior Chat Consultant - Social Media
• Job Type Full Time
• Workplace Type Onsite
• Industry Outsourcing and Offshoring Consulting

Secondary locations

About

Not provided

Responsibilities

• Actively monitor social media channels (such as Facebook, Instagram, Twitter, LinkedIn, etc.) and respond to inquiries, comments, and direct messages in a timely and professional manner.
• Handle customer complaints, queries, and feedback by offering solutions or escalating them to the relevant departments. Result‐orientated and able to work under pressure to achieve results.
• Ensure that the company’s social media platforms remain a positive and professional space by moderating user comments, removing spam, and reporting abusive content.
• Foster meaningful interactions with followers to build a positive community and increase engagement.
• Work closely with the marketing, customer service, and product teams to ensure consistent messaging and timely issue resolution.
• Track key performance metrics, including response time, resolution time, customer satisfaction, and engagement levels. Report insights to management for process improvements.
• Represent the brand’s tone, voice, and core values across all social platforms.
• Assist in managing and mitigating social media crises by responding swiftly and appropriately to negative feedback or viral issues.
  

Other Requirements

Qualifications

Education: Graduation in any stream with minimum 50%

Skill Set

• 1-3 years of experience in social media management, customer service, or community management.
• Strong written communication skills, with a focus on empathy, clarity, and a professional tone.
• Ability to quickly resolve customer issues with a positive attitude. Proficient in using social media platforms (Facebook, Twitter, Instagram, LinkedIn, etc.)
• A strong focus on delivering excellent customer service and maintaining positive relationships.
• Ability to multitask and prioritize in a fast-paced environment.
• Familiarity with social media analytics and reporting tools.
• Ability to maintain composure during high-pressure situations.

Good to have

Not provided

About the Company

A world where outsourcing meets excellence – welcome to HTIC Global! We stand as a beacon of excellence in the outsourcing landscape of Dubai, UAE. Renowned for our commitment to quality & client satisfaction, we take pride in being one of the best outsourcing company in the UAE region. With a dedication to delivering exceptional services, we have emerged as a trusted partner in sectors like - travel, aviation, financial consultancy, insurance, etc.