Customer Service - Social Media

Job Overview:

The Customer Service Executive will be responsible for managing and responding to customer inquiries and feedback through social media platforms. This role requires a proactive approach to customer care, ensuring that all customer requests are addressed promptly and professionally.

Key Responsibilities:

• Monitor and manage the company’s social media accounts (Facebook, Instagram, TikTok, etc.) for customer inquiries, comments, and messages.

• Respond to customer queries in a timely and polite manner, providing accurate information and resolving issues as needed.

• Escalate more complex issues to relevant departments (e.g., technical support, sales) for further assistance.

• Keep track of customer feedback and report trends or frequently asked questions to help improve products/services.

• Work closely with the marketing team to ensure brand consistency in responses and customer interaction.

• Follow up with customers to ensure their issues have been resolved and their expectations met.

• Assist with general customer service inquiries through other channels (email, phone) when needed.

• Maintain a positive and empathetic attitude toward customers, ensuring a high level of satisfaction.

Requirements:

• Previous experience in customer service, preferably in a social media role.

• Excellent communication skills, both written and verbal.

• Strong understanding of social media platforms and how to use them for customer engagement.

• Problem-solving skills and the ability to handle difficult or emotional customer situations with ease.

• Ability to work independently and manage multiple customer inquiries at once.

• Familiarity with customer service tools and software is a plus.

• Positive, professional attitude and a team player.