Social Media Moderator

Job Description

• Review and moderate all Carina Group user-generated content and user profiles (either pre-, post-
  or reactive moderation) within forums, comments, images, videos and audio, liaising with communicated
  guidelines and policies.
• Maintain the moderation guidelines and ensure they are up to date.
• Service Carina customer accounts, processing inquires, complaints and escalating when
  necessary.
• Moderate communities located in social networking sites including Facebook, Twitter, Instagram and other
• similar social media platforms, adapting methodology where appropriate.
• Produce reports on relevant moderation statistics, issues and outcomes.
• Regularly feedback insights gained from community moderation into the Social Media team.
• Monitor all industry and company information and news to anticipate potential issues.
• Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels,
• quality standards and productivity.
• Ensures all Carina policies and procedures are executed in a positive manner.

Job Requirements

• Previous experience in social media content moderator role
• Excellent communication skills
• Excellent command of Arabic | English (written – typing skill)
• Working operational knowledge and understanding of online community platform moderation tools (Forums,
  Blogs, Photo uploads, Commenting, etc.)
• Customer focus and adaptability to different personality types are a must
• Knowledge of customer service practices and principles
• Proficient in relevant computer applications