The role holder is responsible for managing and engaging with customers through various social media chats and email. This position requires a combination of customer service skills, social media expertise, and the ability to handle inquiries, complaints, and feedback effectively.

RESPONSIBILITIES

• Monitor social media channels for mentions, comments, and direct messages related to the company or brand.

• Respond promptly to customer inquiries and comments on social media platforms in a professional and customer-friendly manner.

• Address and resolve customer concerns, complaints, and issues raised on social media, ensuring a positive customer experience, relevant information, updates, and promotions with the audience through social media channels.

• Promote brand loyalty by engaging with customers and fostering a positive online community around the brand.

• Coordinate with other departments to gather information or resolve complex customer issues communicated through social media.

• Assist in the implementation of social media campaigns and promotions to enhance brand visibility and engagement.

• Stay informed about social media trends, customer sentiments, and industry developments to adapt strategies accordingly.

• Provide regular reports on social media metrics, customer interactions, and feedback to assess performance and inform improvement strategies.

• Ensure adherence to company policies and guidelines in all social media interactions, maintaining a consistent and positive brand image.

Skills

• Bachelor’s degree or equivalent in any discipline

• 5 years of experience in customer Service and 2 years as same level

• Proficient knowledge of customer service, and standard office practices and procedures.

• Proficient computer skills.

• Proficient standard office equipment skills.

• Strong people skill