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Social Media and Complaints Handling Executive M.F

We are looking for a Social Media and Complaints Handling Executive M.F in Cairo, Egypt

Your missions

Scope of work covers the following:

  • Setting up, managing, monitoring and analysing the input and the output of different processes of customer relationship management in co-operation with the various teams in the company.
  • Developing and evolving customer service quality procedures and monitor their application.
  • Tracking and analyzing performance indicators.
  • Creating attractive content on the Internet, as well as the development of the conversational aspect to the various communities.
  • Preparing weekly and monthly reports.
  • Managing the partners relationships.
  • Handling Partners and Customers complaints as per the agreed upon SLA through E-mails and phone calls.
  • Working on a Global strategy to protect the eco-system of Egypt and GCC countries.
  • Participating in the definition and implementation of the social media strategy.
  • Managing all social media posts for our services in line with the editorial strategy of each product vertical.
  • Supporting in the creation of original and engaging content for our social media platforms (Facebook, Twitter, Instagram).
  • Analyzing and monitoring social media KPIs to identify relevant insights and suggest content optimization.
  • Managing online reputation: content moderation, customer care, SEO…

Skills needed

Technical knowledge:

  • Strong knowledge of the web environment 2.0
  • SEO Master: Site audit, semantic analysis, referencing and optimization, netlinkin, KPIs analysis.
  • A Master of Social platforms (Facebook, Instagram, Twitter, Google, LinkedIn,)
  • Strong Knowledge of social media management and monitoring tools.
  • Strong Knowledge of handling customer complaints.
  • Good knowledge of Adobe Photoshop/illustrator software is a plus.


  • 1 to 3 years’ experience in the same fieldزBachelor’s degree of a Business School or equivalent.
  • Able to easily adapt an AGILE approach to project management.
  • Passionate about internet, mobile, new technologies and social networks.
  • Fluent Speaker of English & Arabic, (French is a plus).
  • Mastering Microsoft Office suite and internet tools.
  • Perfect communication skills.
  • Interested in taking challenges.
  • Having a Commercial and business background is a plus.
  • Results oriented with the ability to work in a fast-paced environment.
  • Strong time management and organizational skills.
  • Committed to meeting deadlines with high quality results.
  • A proven ability to work independently and as part of a team.
  • Innovative and takes initiative.
  • Flexible to travel abroad frequently.