At Farah we thrive on seeing happy guests, colleagues and partners. We believe that each individual that we meet is important, and that we can make a positive difference to their lives. Our purpose is to create happiness one smile at a time.

And to create more smiles, we are looking to add a Social Media Customer Care Representative to our team, in this position, you will be responsible for social media customer service on Twitter and Facebook pages as well as other social platforms for a wide range of brands represented on Yas Island. To be successful you must have a passion for customer service and written communications.

Responsibilities

• Respond to comments concerning support issues made on our social channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community.
• Maintain the highest level of professionalism while managing sensitive issues
• Demonstrate empathy while providing thoughtful and prompt resolutions.
• Develop a friendly rapport with customers, often in 140 characters or less
• Follow up frequently with customers throughout the life of their complaint resolution.
• Research complex and escalated situations and recommend solutions.
• Provide thoughtful, strategic insight regarding customer requests and service-related trends to our development, product, and marketing teams.
• Strive to exceed volume and quality goals.
• Help with side projects as needed.

You Are

• Passionate about providing excellent support. You enjoy tackling a challenge head on and never shy away from an opportunity to learn and grow. You love social media and understand the importance of brand consistency
• Empathetic and perceptive. You can identify the tone of a customer and adjust your approach accordingly. You are proactive and always anticipate customer needs.
• Authentic and honest. You’re not afraid to be yourself, and you have a desire to connect with others in a genuine way.
You communicate openly and respectfully with teammates.
• Reliable and accountable. You can adhere to a consistent work schedule. You accept ownership over the quality of your work, and take initiative to keep improving.
• Creative. You’re an innovator who can think of solutions to the trickiest puzzles.
• You bring compelling ideas to the table in an effort to catalyse positive change.