Community Management Associate

2 weeks ago


Amman, Jordan careem Full time
  • 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


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