Specialist – Community Management

About Tameeni

Tameeni is the first authorized online insurance aggregator in KSA. "Tameeni" has transformed the concept of motor insurance for the Saudi market, to a different stage that keeps pace with the tech era, by delivering an exceptional and integrated digital process in issuing the car insurance policy instantly in 90 seconds time through simple steps. "Tameeni Health" is the first digital health insurance platform for medium, small, and micro businesses.

Job Summary

Manage daily conversations with Tameeni's online community, provide clear and timely responses, support campaign engagement and route customer issues to the right team.

Job Objectives

·Deliver timely, accurate and helpful responses that reflect Tameeni's brand voice.

• Improve community engagement and customer experience against clear performance measures.
• Maintain effective coordination with Marketing and Customer Care across campaigns and customer issues.

Job

Responsibilities

Software and Automation

·Use Locobuzz to assign, tag and document conversations, avoiding duplicate replies and ensuring complete shift handovers.

• Review AI-assisted drafts before sending and flag incorrect suggestions or classification issues to the senior specialist.

Customer Care and Escalation

·Acknowledge customer issues, record the relevant details and route service requests and complaints to Customer Care with clear context.

• Track assigned handoffs, follow up with the responsible owner and provide approved updates to customers when available.
• Identify recurring questions, customer feedback, engagement opportunities and emerging risks; escalate sensitive content promptly.

Service Standards and Operations

·Work on the agreed response standards and shift assignments. Flag workload or coverage problems early to the senior specialist so support can be arranged. Community management is a dedicated responsibility and should receive protected capacity.

• Customer Care owns service resolution, tickets, refunds, cancellations and complaints of re…