Complaints Handler

About the role

The Complaints Handler will manage customer complaints and inquiries across major social media platforms, ensuring timely and professional responses while protecting the brand’s reputation.

Key responsibilities

• Monitor and respond to complaints on Facebook, Twitter, Instagram and LinkedIn.
• Escalate unresolved issues to relevant internal teams and follow up until resolution.
• Identify recurring issues and propose process improvements.
• Engage actively with customers, representing the brand’s voice and values.
• Flag inappropriate or harmful content and enforce moderation guidelines.
• Track brand mentions, address negative feedback and protect reputation.
• Collaborate with Marketing, Customer Service and other departments to resolve issues.
• Analyse social media metrics, produce regular reports and recommendations.
• Maintain consistent, professional communication in line with company policies.
• Set performance goals, pursue training and stay updated on industry best practices.

Required profile

• 6‑10 years of experience in banking or a related sector.
• Bachelor’s degree.
• Fluency in Arabic and English.
• Strong written communication and analytical abilities.

Required skills

• Reporting and analysis.
• Content moderation.
• Social media engagement.