Social Media Customer Service Representative

Description:

Roles and Responsibilities:
- Monitor and respond to customer inquiries on social media platforms (Facebook, Instagram, X, TikTok)
- Provide accurate, timely, and personalized responses to comments, direct messages, and mentions
- Escalate complex or unresolved issues to the appropriate internal teams
- Track customer feedback trends and report actionable insights
- Maintain the brand’s tone, voice, and reputation across public and private communications
- Stay informed on company products, services, promotions, and policies
- Manage crisis communications and respond to negative feedback diplomatically

Requirements:
- Proven experience in customer service or community management, preferably on social media
- Strong written communication skills with the ability to convey empathy and professionalism
- Familiarity with social media platforms and engagement tools such as Hootsuite, Sprout Social, Zendesk, or similar
- Ability to manage high volumes of inquiries with efficiency and accuracy
- Problem-solving mindset and ability to handle real-time situations
- Flexibility to work weekends or evenings as required