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Job Summary

The social media customer service officer is responsible for managing and responding to customer communications across all of the company’s social media and digital platforms. The employee will respond to comments, direct messages (DMs), inquiries, and customer feedback in a professional, timely, and helpful manner.

Key Responsibilities

Monitor all company social media platforms and communication channels daily.
Respond promptly and professionally to customer comments, direct messages (DMs), and inquiries.
Provide accurate information about the company’s services, products, prices, locations, working hours, and other customer inquiries.
Answer customer questions and guide them through the appropriate process.
Follow up on unanswered messages and customer requests.
Identify complaints and urgent issues and report or escalate them to the responsible department or management.
Maintain a polite, professional, and respectful tone when communicating with customers.
Hide, report, or escalate inappropriate comments when necessary, according to company policy.
Ensure that no customer comment or direct message is ignored.
Coordinate with other departments to obtain accurate information before responding to customers when necessary.
Keep records of common customer questions, complaints, and feedback.
Report important customer concerns and social media communication issues to management.
Monitor customer engagement and ensure timely responses across all platforms.
Follow the company’s communication guidelines and protect customer privacy and confidential information.

Platforms to Be Managed

The employee will be responsible for monitoring and responding to communications on all company social media and digital platforms, including but not limited to:

Facebook, Instagram, Tik tok , Telegram, WhatsApp, Google Business/Profile reviews and messages, Website chat or contact platforms, any other social media or digital communication platform used by the company.
Required Qualifications
- Diploma or Bachelor’s Degree in Marketing, Business, Communication, Customer Service, or a related field.
- Previous experience in customer service, social media management, or digital communication is an advantage.
- Excellent written and verbal communication skills.
- Good knowledge of major social media platforms.
- Ability to respond professionally and handle customer complaints.
- Strong organizational and time-management skills.
- Ability to work under pressure and manage multiple customer inquiries.
- Basic knowledge of social media engagement and customer service standards.
- Ability to work collaboratively with different departments.

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social media customer service officer

Marketing & Advertising

Skills and Expertise

bole

Private Client