Care Contact Agent - UAE Nationals

Responsibilities

• Monitor and oversee brand-specific social media accounts and instant written communication channels.
• Maintain brand consistency and ensure the highest standards in all customer interactions.
• Promptly engage with customers, addressing comments, direct messages, and mentions.
• Deliver informative and resourceful responses to customer inquiries.
• Manage and de-escalate complaints with professionalism and empathy.
• Coordinate PR invites and manage special events.
• Conduct research and social listening to gather insights on trends and sentiment.
• Provide regular reports on social media performance and engagement metrics.
• Handle crisis situations, including responding to negative or viral content to protect and enhance brand reputation.
• Send marketing messages and updates to engage the audience.
• Participate in Brand Immersion and Experience Assessment Programs.
• Experience the guest journey and deliver feedback for continuous improvement.
• Adhere to departmental and individual KPIs.

Requirements

• UAE National status required.
• Previous customer service or contact center experience.
• Excellent written and verbal communication skills.
• Ability to work rotating shifts, including weekends and holidays.
• Strong organization and data management skills.
• Teamwork and collaboration mindset.

Preferred Qualifications

• Experience in the hospitality or F&B sector.
• Social media management familiarity.
• Experience handling complaints and crisis management.

Benefits

• Paid Leave
• Visa
• Health Insurance

About the Company

Independent Food Company is a leading UAE-based hospitality company renowned for its unique home-grown culinary concepts including SALT, Parker’s, Grind, Somewhere, Shalwa, Kumo, and Public. The company prides itself on bringing people together and creating exceptional food experiences across the region.