About The RoleWe are looking for a Social Media Support Agent to support customer communication across Baly’s social media channels and ensure an exceptional customer experience.
This role is responsible for handling inbound customer inquiries, responding to messages, assisting users with service-related questions, and coordinating with internal teams to resolve issues efficiently.
The ideal candidate is customer-focused, detail-oriented, and comfortable communicating with customers in Arabic.
Key ResponsibilitiesCustomer Communication
- * Monitor and respond to inbound messages across Baly’s social media platforms.
- Assist customers with inquiries related to Baly’s products, services, promotions, and campaigns.
- Provide accurate and timely information while following communication guidelines.
- Maintain a professional, friendly, and customer-focused tone.
Issue Resolution & Escalation
- * Escalate customer complaints, technical issues, and operational concerns to the appropriate teams.
- Follow up on open cases to ensure timely resolution.
- Track recurring issues and communicate insights to relevant stakeholders.
Social Media Support
- * Support campaign-related communication and customer inquiries.
- Monitor customer sentiment and engagement across social media channels.
- Maintain high service quality and customer satisfaction standards.
Cross-Functional Collaboration
- * Work closely with Customer Support, Operations, Marketing, and other teams.
- Ensure smooth communication between customers and internal stakeholders.
- Provide feedback and insights to support continuous improvement.
Requirements
- * 1–3 years of experience in customer service, social media support, community management, or a related role.
- Strong Arabic communication skills.
- Strong written communication skills.
- Familiarity with social media platforms and digital communication tools.
- Ability to handle multiple conversations and tasks simultaneously.
- Customer-focused mindset with strong attention to detail.
Preferred Skills
- * English proficiency.
- Experience in customer support within technology, e-commerce, ride-hailing, delivery, or digital platforms.
- Familiarity with CRM systems, ticketing tools, or customer support software.
- Experience managing customer communications across multiple channels.
Key Competencies
- * Customer service orientation.
- Strong communication and interpersonal skills.
- Attention to detail and accuracy.
- Problem-solving mindset.
- Ability to remain professional under pressure.
- Time management and organizational skills.
- Ability to work in a fast-paced environment.
- Teamwork and collaboration.
Why Join Us?
At Baly, You'll Have The Opportunity To
- * Be part of Iraq’s leading super app and one of the country’s fastest-growing technology companies.
- Support and engage with thousands of users across Iraq.
- Work alongside talented teams across Customer Experience, Operations, and Marketing.
- Develop valuable customer service and communication skills.
- Grow your career in a dynamic and fast-paced environment.
- Contribute to delivering exceptional experiences for Baly customers every day.
