Social Care Officer

This role involves managing and enhancing the organization's social media presence by effectively responding to customer queries, complaints, and feedback across various platforms. The candidate will play a crucial role in maintaining community engagement and ensuring customer satisfaction through timely and professional communication. The position requires monitoring social media interactions, moderating content according to established guidelines, and escalating complex issues to appropriate departments. The role demands working in shifts, including weekends and public holidays, to provide continuous social care support.

Key Responsibilities

- Respond promptly and professionally to customer queries, complaints, and feedback on social media channels.
- Monitor social media conversations and moderate comments and interactions to ensure compliance with community guidelines.
- Escalate complex, sensitive, or unresolved customer issues to relevant authorities or departments for further resolution.
- Maintain accurate records of customer interactions and provide insights on recurring issues and overall customer sentiment.
- Work in rotational shifts, including weekends and public holidays, to guarantee uninterrupted social care coverage.

Required Qualifications

- Minimum Bachelor’s degree in Marketing, Communications, Media Studies, or a related field from an HEC-recognized institute or university.
- At least 2-3 years of relevant work experience in social media management, customer service, or a similar role.
- Proficiency in social media platforms, community management, and moderation tools.
- Excellent written communication skills, along with strong customer service and interpersonal abilities.
- Demonstrated capability in complaint handling, escalation management, and exercising sound judgment.
- Strong analytical, problem-solving, and reporting skills.

Preferred Qualifications and Benefits

- A Master’s degree in a relevant field is preferred.
- Qualification or certification in Islamic Finance will be considered an added advantage.

This position is based at the Head Office in Karachi and falls under the Service Quality Department. Candidates should be prepared to work flexible hours to support continuous social care operations. The application deadline is November 13th, 2026.