Responsibilities:
Community Engagement & Response:● Monitor all social media channels (e.g., Facebook, Instagram, Twitter/X, TikTok, LinkedIn, YouTube comments) for user comments, messages, and mentions.● Respond promptly and professionally to user inquiries, comments, and direct messages, ensuring brand voice and tone consistency.● Initiate conversations and engage with the community to foster positive interactions and build relationships.● Answering questions, guiding users, and resolving basic issues.
Content Moderation:● Review user-generated content (comments, posts, photos, videos) to ensure adherence to community guidelines, terms of service, and brand values.● Identify and remove inappropriate, offensive, spam, or off-topic content efficiently and consistently.● Enforce community rules fairly and transparently.● Identify and escalate complex issues, technical problems, or potentially negative brand mentions to the relevant internal teams (e.g., Operations, Customer Service, Marketing, IT, Legal) for resolution.● Track escalated issues to ensure timely follow-up and closure.
Trend Monitoring & Reporting:● Monitor social media for emerging trends, user sentiment, and potential brand-related issues or crises.● Identify common user questions, feedback themes, and frequently asked questions to inform content creation and improve user experience.● Prepare daily/weekly reports on community activity, key insights, emerging trends, and flagged content.
Brand Reputation Management:● Act as a frontline guardian of the brand's online reputation, identifying and addressing potential negative sentiments or misinformation proactively.● Contribute to maintaining a positive and respectful online environment for the brand and its audience.● Scale Telda's word of Mouth across communities.
Platform Knowledge:● Stay up-to-date with the latest features, tools, and best practices across various social media platforms.● Understand platform-specific moderation tools and reporting mechanisms.
Required Qualifications
Education:● Bachelor's degree in Marketing, Communications, Journalism, Public Relations, or a related field is preferred.
Skills:● Exceptional written and verbal communication skills in both Arabic and English are essential, with the ability to adapt tone for various social media contexts.● High level of empathy, patience, and ability to handle difficult or sensitive interactions professionally.● Strong organizational skills and attention to detail, capable of managing multiple tasks simultaneously.● Ability to identify and escalate issues appropriately and efficiently.● Proactive, curious, and eager to learn about evolving social media trends and community dynamics in Egypt.
Experience:● 1-2 years of experience in social media moderation, or a community management role.● Strong understanding of social media platforms (Facebook, Instagram, Twitter/X, TikTok, LinkedIn, YouTube) and their respective community guidelines.
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