Social Media Officer - Customer Service
Social Media Officer - Customer Service
Posted on :
26-08-2025
Employer Active
1 Vacancy
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Job Description
About the Role
As a member of our Marketing Reputation Team you will be at the frontline of customer engagement across digital platforms ensuring that our brand maintains a trusted positive image. You will manage high volumes of daily interactions resolve customer inquiries and act as the voice of the company online. This role requires a balance of empathy professionalism and problem-solving skills to deliver an excellent customer experience while safeguarding the companys reputation.Key Responsibilities
- Customer Engagement: Respond to and manage customer inquiries daily across social media platforms including Facebook Instagram Twitter (X) and others.
- Tone & Brand Voice: Maintain a friendly empathetic and professional tone in all public and private communications.
- Case Resolution: Identify and assess customer needs accurately to deliver timely solutions and ensure high satisfaction.
- Information Delivery: Provide accurate responses such as resolved case information (e.g. tokens codes PINs) in line with security protocols.
- Escalation Handling: Identify unresolved complex or sensitive issues and escalate them promptly to the Escalation Team.
- Reputation Management: Monitor brand mentions address public complaints tactfully and mitigate negative feedback to protect the companys image.
- Product Knowledge: Develop a deep understanding of the companys products services and policies to effectively resolve inquiries.
- Compliance: Stay up to date with industry regulations data privacy guidelines and company policies to ensure compliant communication.
- Continuous Improvement: Provide insights from customer interactions to help improve services communication and digital engagement strategies.
Requirements
- Bachelors degree in Communications Marketing or a related field (or equivalent work experience).
- 13 years of experience in customer service social media management online reputation or community management.
- Excellent written communication skills with the ability to adapt tone and language to diverse audiences.
- Strong interpersonal skills with a customer-first mindset.
- Proficiency in using social media management and monitoring tools (e.g Zoho).
- Ability to manage high volumes of interactions calmly and efficiently.
- Strong problem-solving skills and the ability to make quick informed decisions.
Required Experience:
Senior IC
Employment Type
Contract
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