Social Media Moderator

About the role

We are looking for a Social Media Moderator to ensure prompt, professional, sales‑oriented interaction and moderation of user‑generated content across our clients’ social channels, adhering to each brand’s tone of voice.

Key responsibilities

• Maintain and regularly update moderation guidelines.
• Review and moderate all user‑generated content—including comments, images, links, videos, audio, private messages, and user profiles—for multiple brands.
• Manage content posting schedules.
• Respond to comments and customer queries in a timely, structured manner.
• Align with the team and manager on campaigns, sales and marketing standards.
• Handle complaints, work on resolutions and reduce escalations.
• Provide information on services/products using soft‑sales techniques across all communication channels.
• Monitor social media platforms and online sources for trends, mentions and relevant discussions.
• Build and maintain a knowledge base of client FAQs.
• Record complaints, inquiries, suggestions, leads and sales requests in the CRM system.

Required profile

• Bachelor’s degree in any relevant field.
• At least 1 year of experience in social media moderation.
• Excellent written and spoken English and Arabic.
• Strong computer literacy and familiarity with social media platforms.
• Excellent writing abilities.

Required skills

• CRM system usage.
• Social media platform management.