About the Role
Tamara, a leading fintech platform in Saudi Arabia and the GCC region, is looking for a Social Media Specialist to join its team in Riyadh. The company's mission is to empower individuals to achieve their dreams by creating the most customer-centric financial application. Tamara serves millions of users and collaborates with prominent global and regional brands. As Saudi Arabia's first fintech unicorn, Tamara operates from its care office in Riyadh, with additional regional and global support offices.
Role Responsibilities
In this role, you will be responsible for managing Tamara's social media presence and ensuring exceptional customer engagement. This includes monitoring inquiries, comments, and messages across various social media platforms, ensuring all communications align with the brand's tone of voice and customer experience guidelines. You will effectively handle customer complaints, escalate complex issues to the relevant parties, and follow up to ensure a satisfactory resolution. You will also identify potential risks, sensitive situations, or PR concerns and report them to the relevant internal teams, while maintaining Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards in all customer interactions.
- Monitor and respond to customer inquiries, comments, and messages across social media platforms such as Instagram, Twitter/X, and Facebook.
- Ensure all communications align with Tamara's tone of voice and customer experience guidelines.
- Effectively handle customer complaints, escalate complex issues to the relevant parties, and follow up to ensure a satisfactory resolution.
- Identify potential risks, sensitive situations, or PR concerns and report them to the relevant internal teams.
- Maintain Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards in all customer interactions.
- Collaborate closely with internal departments such as Customer Support, Risk, Payments, and Technology to efficiently resolve customer issues.
- Accurately document all customer interactions using internal tools, such as CRM or Zendesk.
- Professionally manage app reviews and public feedback, contributing to a positive brand perception.
- Track recurring customer issues and provide valuable insights to drive continuous improvement initiatives within the company.
Qualifications and Requirements
To perform this role successfully, you should have previous experience in customer support or social media supervision. Strong written communication skills in both Arabic and English are essential, along with the ability to handle difficult customers with empathy and professionalism. You should be familiar with major social media platforms and customer engagement tools, with the ability to multitask effectively and thrive in a fast-paced work environment. A basic understanding of fintech or "Buy Now, Pay Later" (BNPL) services is considered an added advantage.
- Previous experience in customer support or social media supervision.
- Strong written communication skills in both Arabic and English.
- Ability to handle difficult customers with empathy and professionalism.
- Familiarity with major social media platforms and customer engagement tools.
- Ability to multitask effectively and work in a fast-paced environment.
- Basic understanding of fintech or "Buy Now, Pay Later" (BNPL) services is considered an added advantage.
Core Skills
- Customer Support
- Social Media Supervision
- Written Communication (Arabic and English)
- Empathy
- Professionalism
- Familiarity with Social Media Platforms
- Customer Engagement Tools
- Multitasking
- Adaptability to Fast-Paced Environments
- Fintech/BNPL Knowledge (Preferred)
Job Details
This is a full-time role, requiring 0-1 years of experience. The job is based in Riyadh, Saudi Arabia.