Careem is the leading technology platform for the greater Middle East. A pioneer of the region’s ride-hailing economy, Careem is expanding services across its platform to include payments, delivery and mass transportation

Careem’s mission is to simplify and improve the lives of people and build a lasting institution that inspires. Established in July 2012, Careem operates in more than 120 cities across 15 countries and has created more than one million job opportunities in the region 🌎

About the role

The Community Management Executive is responsible for advocating the brand on all social media networks. They have a deep understanding of the brand's social persona and guidelines and are accordingly able to actively engage with and grow the online community. In process, you will be

  • A-Z customer relations responsible for all customer support and answering all inquiries with a response time of 20 minutes. They will also be able to take the conversation offline and contact the customer directly to resolve any issues directly. 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 numerous social media channels
  • Brand advocacy
    • Engagement: actively engage/converse with existing or new potential customers.
    • Re-engagement: actively keep the conversation going with existing or new potential customers.
    • Seeding: monitor and select relevant or trending conversations online, and seed the brand into the discussion.
  • Reporting & helping develop internal processes
    • Develop monthly reports on customer satisfaction, engagement rates, response time, escalation issues, etc.
    • Help the Head of Community Management with collating and consistently updating brand FAQ documents.

Requirements

  • Outgoing personality: sociable, articulate, positive, talkative and eager to converse with our fan base and customers.
  • Writing skills: excellent use of language matched with proper customer relation
  • Languages: we are looking for individuals that are able to speak, read and write both of the below languages.
    • Urdu and English 
  • Social media experience: experience with the following social media channels is a must: Facebook, Twitter, Instagram. Training on different social media tools will be provided.
  • Willingness to work on a shift basis: Community Management is a 24/7 job. The CM Department allocates times and shifts to each member of the team on a rotational basis, this includes evening and night shifts, weekends, and public holidays.
  • Overall: great time management skills, ability to multitask, intelligent, handles pressure.
  • Education: Post-graduate
  • Culture fit: Careem is a start-up growing at a tremendous pace on a daily basis. The team and talent we recruit are highly energetic, ambitious, hardworking, reliable, kind and unique in their own characters

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