Social Care Officer

We are seeking a dedicated professional to join our Service Quality Department at the Head Office in Karachi. The ideal candidate will be responsible for managing customer interactions across various social media platforms, ensuring timely and professional responses to queries, complaints, and feedback. This role requires active monitoring and moderation of social media conversations, maintaining community standards, and escalating complex issues to the appropriate teams. The position involves working in rotational 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 according to community guidelines.
- Escalate complex, sensitive, or unresolved customer issues to relevant departments or authorities.
- 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 ensure uninterrupted social care coverage.

Required Qualifications
- A minimum of a 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 professional experience in social media management, community moderation, or customer service roles.
- Proficiency in social media platforms, community management, and moderation tools.
- Excellent written communication skills, along with strong customer service and interpersonal abilities.
- Demonstrated judgment skills, particularly in complaint handling and escalation management.
- Strong analytical, problem-solving, and reporting capabilities.

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

This role offers the opportunity to work in a dynamic environment where your skills in social media engagement and customer care will directly impact service quality and customer satisfaction. The deadline for applications is November 13th, 2026.