Call Center Social Media Agent

Who Are We

HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.

HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.

Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global Market.

The Social Media Agent is responsible for monitoring, engaging, and responding to customer inquiries, complaints, and feedback received through the company’s social media platforms (e.g., Twitter/X, Facebook, Instagram, WhatsApp, etc.). The agent ensures timely, empathetic, and brand-aligned communication while maintaining high levels of customer satisfaction and protecting the brand’s reputation online.

Key Responsibilities:

• Monitor assigned social media channels for customer inquiries, complaints, and comments.
• Respond to customer messages and posts in a timely, professional, and accurate manner.
• Engage with users in a tone and style that reflects the brand voice and aligns with company communication guidelines.
• Escalate complex issues or sensitive topics to the appropriate internal teams while ensuring proper documentation and follow-up.
• Collaborate with internal departments (e.g., logistics, operations, technical support) to resolve customer concerns quickly and efficiently.
• Record all interactions in the CRM system or ticketing tool according to standard procedures.
• Identify trends in customer feedback and share insights with management to support continuous improvement.
• Manage multiple conversations simultaneously while maintaining quality and efficiency.
• Stay updated on platform changes, company updates, new products, and campaigns.
• Participate in team meetings, training sessions, and performance reviews as required.⸻Qualifications:
• High school diploma or equivalent; a degree in Communications, Marketing, or a related field is a plus.
• Proven experience in customer service, preferably in a contact center or social media environment.
• Excellent written communication skills in [Arabic & English is a must].
• Familiarity with major social media platforms and their best practices.
• Strong typing and multitasking skills.
• Ability to remain calm and professional under pressure.
• Tech-savvy with experience using CRM, helpdesk tools, or social media monitoring platforms (e.g., Sprinklr, Hootsuite, Zendesk, Salesforce).
• Flexibility to work in shifts, including weekends and holidays if required.

Key Competencies:

• Customer-centric mindset
• Attention to detail
• Emotional intelligence
• Problem-solving skills
• Time management
• Adaptability and responsiveness
• Brand advocacy and consistency

• We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
• We offer highly competitive compensation packages, including the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
• You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.