Community Monitor - Arabic & English

As the premier social media agency in the hospitality industry, BCV is uniquely positioned for rapid, uninhibited growth. This role is a primary contributor to the growth and success of BCV. The Junior Community Monitor is responsible for engaging guests in conversation on behalf of international hotel social media accounts. They are expected to manage interactions across Facebook, Twitter, and Instagram from BCVs proprietary messaging platform.

The weekly work schedules for this is:

9AM-6PM Sunday-Thursday
The shift schedule may be subject to change but will always be made up of 5 consecutive workdays that dont surpass 45 hours of work a week.

RESPONSIBILITIES

Reviewing messages and responding quickly and as appropriate
Reading Arabic messages and writing Arabic responses in complete sentences with perfect grammar
As Arabic monitoring requires, customizing processes and best practices to better serve guests
Writing English responses in complete sentences with perfect grammar
Carefully choosing words and phrases to reflect the hotel brands tone of voice
Developing relationships with guests by personalizing the content of our writing
Exercising your interest in travel to research and share activity recommendations for destinations around the world
Developing a deep understanding of social media and our messaging platform in order to better execute role
Learning our standard practices and guidelines to establish consistency with our interactions * Carefully managing the hotels outward reputation when handling guest service requests and complaints
Escalating conversations as appropriate to hotel staff and collaborating with them to resolve situations with guests
Being flexible with the work schedule and signing on on-time
Being an active communicator that can collaborate with others remotely, in person, and across timezones
Accepting feedback and applying learnings to improve performance
REQUIREMENTS

1-4 years work experience in social media
Excellent understanding and grasp of the Arabic language
Excellent understanding and grasp of the English language
Excellent writing skills and deep familiarity with major social media platforms (Facebook, Twitter, Instagram) are essential to this role.
Creative writing ability without the use of writing templates or canned responses
Attention to detail and ability to adapt to a fast-paced environment
Must have strong research, writing and editing skills
Experience with managing social accounts including Facebook, Instagram, Twitter preferred
Able to understand brand standards and tone
Superior communication skills
Ability to multi-task and have a keen eye for detail
Fast home internet connection with ability to stream video