Key Responsibilities:
Perform outbound calls or additional investigations for selected cases when necessary.
Resolve product or service issues by understanding customer concerns, demonstrating empathy, identifying root causes, proposing appropriate solutions, coordinating with internal teams, escalating complex cases when required, and following up to ensure full resolution.
Own assigned social media cases end- to- end, including investigation, resolution, documentation, and follow- up.
Maintain up- to- date knowledge of products, promotions, policies, and operational procedures.
Proactively identify opportunities to improve customer experience, messaging quality, and social care processes.
Represent the company with professionalism, integrity, and authenticity across all social media interactions.
Deliver exceptional customer support experiences through social media platforms such as Facebook, Instagram, and Twitter/X in line with SLAs and KPIs.
Operate independently, prioritize workload effectively, and consistently meet individual and team performance metrics.
Compose accurate, thoughtful, and context- appropriate responses, customizing approved templates when required.
Deliver tasks accurately and on time in a fast- paced, high- volume environment.
Monitor, respond to, and manage inbound social media interactions including comments, messages, and mentions.
Requirements:
High cultural awareness with a strong understanding of digital trends and online consumer behavior.
Minimum 1 year of experience in social media community management or social media customer support.
Ability to adapt quickly in a dynamic and evolving environment.
Strong customer- oriented mindset with the ability to handle sensitive or escalated situations professionally.
Ability to take initiative, work independently, and add value with minimal supervision.
Strong problem- solving and analytical thinking abilities.
Familiarity with local internet culture and online language is an advantage.
Excellent written communication skills; English proficiency is preferred.
Practical experience handling customer interactions on major social media platforms.
What We Offer:
Supportive team environment focused on ownership, learning, and continuous improvement.
Opportunity to work in a dynamic, technology- driven organization.
Exposure to large- scale operations and cross- functional collaboration.
Competitive compensation and professional development opportunities.
APPLY HERE
