Social Media Command Centre (SMCC) Administrator

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Job Detail
Functional Area:
Total Position:
Job Type:
Full Time/Permanent
Job Location:
Jeddah, Saudi Arabia
No Preference
Career Level:
Entry Level
Work Permit:
Saudi Arabia
Apply By :
Dec 31, 2017
Posted On:
Nov 13, 2017
Job Description
  • Day-to-day monitoring of Social Media Command Centre agents -- speed, accuracy of responses, quality of Arabic and English, and general productivity
  • Delivering weekly quantitative reports on Social Media Command Centre Performance
  • Delivering weekly quantitative reports of tagged issues on social media
  • Ensuring the integrity of our Arabic communications on social media
  • Periodic qualitative reports on Social Media Command Centre Agent performance
  • Maintain and periodically update the Social Media Command Centre Reference Manual
  • Ensure that all Social Media Command Centre Agents are aware of the latest product and service updates
  • All deliverables will generally be prepared in Microsoft Excel or PowerPoint

· Developing and disseminating day-to-day educational messages for flyadeal’s customers on Twitter and other platforms as needed

· Respond to Instagram Direct Messages

· Respond to YouTube and LinkedIn comments

· Run closed-ended projects internally and with suppliers, e.g.: onboard announcements, onboard music playlist

· Real-time social media support during flyadeal events

· Help with content creation: relevance of ideas, cultural check, language check

· Manage contact with influencers, incl. local influencers for route launches

· Assist the marketing team in liaising with various agencies

· Ensuring the integrity of Arabic communications

  • Offer cultural insights and context into local traditions, customs, and trends when required
  • Suggest methods for improving team performance
  • Assist in developing new platform-specific marketing strategies e.g. Snapchat

Required Skills

• Strong interest in delivering excellent customer service
• Good analytical and reporting skills
• Strong command of written and spoken Arabic and English
• A keen interest in and understanding of delivering customer service through social media
• Enthusiasm to take on new tasks and challenges
• Ability to make sense of quantitative performance data
• Ability to work in a fast-paced environment and act calmly but quickly during crises
• Good presentation skills
• Maintain high ethical standards of the team and compliance with Saudi laws, customs and social responsibilities.