Digital Care Specialist

Jo Academy • Contract • عمان, JO • 3d ago

💬 Digital Care Specialist – Job Requirements

🧠 Qualifications & Experience

Diploma or Bachelor's degree in Marketing, Communications, Education, or any related field.
1–3 years of experience in customer service, digital support, or community management, preferably in the edtech, tech, or service sectors.
Prior experience handling inquiries via social media platforms, chat, or CRM tools.

📱 Digital Communication & Community Engagement

Strong experience managing customer interactions on:
Meta (Facebook & Instagram DMs/comments)
WhatsApp Business
Websit live chat tools (like Tawk.to or Intercom)
Ability to handle inquiries, complaints, and student/parent concerns with empathy, speed, and professionalism.

🧩 Collaboration with

Social & Marketing Teams

Work closely with Social Media Specialists to respond to comments and messages in real-time.
Escalate urgent or recurring issues to the marketing or academic support team.
Provide customer feedback and insights to the marketing team for continuous improvement.

🎯 Customer-Centric Mindset

Ability to understand the pain points of students and parents, and recommend appropriate solutions or platform features.
Passionate about helping users find the right class, offer, or tutor on the platform.

📊 Tech & Tool Proficiency

Experience with CRM or support platforms (e.g., Freshdesk, Zendesk, or HubSpot Service).
Familiar with Meta Business Suite for managing messages and reviews.
Comfortable using Google Sheets or similar tools for tracking FAQs, inquiries, and issues.

💬 Language & Tone

Excellent writing skills in Arabic (native fluency is a must).
Ability to write clear, friendly, and professional replies tailored to each platform.
Good English skills for internal communication and platform terminology.

⏱️ Speed & Organization

Ability to multitask and prioritize messages across multiple channels.
Respond quickly, manage high-volume conversations during campaigns, launches, or peak academic times.

📚 Education Sector Familiarity

Understandingof the tutoring journey—especially how parents and students make decisions.
Familiarity with academic terms, course types, seasonal exams, and student support needs.

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