Full-Time Customer Support Specialist SMM

Respond to customer inquiries, comments, and concerns across multiple social media channels in a timely and professional manner.

Monitor social media platforms for customer feedback, brand mentions, and potential issues.

Collaborate with the marketing team to create and maintain a consistent brand voice across all social media interactions.

Escalate complex issues to appropriate departments and follow up to ensure resolution.

Analyze customer interactions and provide insights to improve our products and services.

Develop and maintain a knowledge base of common customer issues and their solutions.

Participate in the creation and implementation of social media strategies to enhance customer engagement.

Stay up-to-date with industry trends and best practices in social media customer support.

Generate regular reports on customer support metrics and social media performance.

Excellent written and verbal communication skills with a friendly and empathetic approach.

Proven experience in a customer support role, preferably with a focus on social media management.

Proficiency in major social media platforms including Facebook, Twitter, Instagram, and LinkedIn.

Experience with social media management tools and analytics.

Strong problem-solving skills and ability to handle difficult customer situations with tact and professionalism.

Excellent time management skills and ability to multitask in a fast-paced environment.

Bachelor's degree in Communications, Marketing, or related field preferred.

Social media certifications (e.g., Hootsuite, Facebook Blueprint) are a plus.

In-depth understanding of social media trends and best practices.

Knowledge of customer service principles and practices.

Ability to work flexible hours, including weekends and holidays, as needed.

Fluency in English required; additional language skills are a plus.

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