Job Summary:
We are seeking a responsive and customer-focused Junior Social Media Customer Care Associate to join our digital support team. This entry-level role is perfect for someone with strong communication skills and a passion for engaging with customers online. You’ll be responsible for responding to customer inquiries, resolving issues, and maintaining a positive brand presence across social media platforms.
• Social Media Response & Engagement:
Monitor social media channels (e.g., Facebook, Instagram, Twitter, TikTok) for customer questions, complaints, and comments.
Respond to customer inquiries in a timely, empathetic, and professional manner.
Escalate complex or sensitive issues to the appropriate internal teams.
• Customer Support & Problem Solving:
Address customer concerns regarding orders, services, or products via social channels.
Provide accurate information and guide customers to the appropriate support channels when needed.
Ensure follow-ups are conducted for unresolved issues or feedback.
• Brand Voice & Community Interaction:
Represent the brand's tone and voice consistently in all customer interactions.
Help build brand loyalty by creating positive customer experiences online.
Engage with users proactively by acknowledging positive mentions and responding to general queries.
• Reporting & Documentation:
Record interactions and key issues in the CRM or designated ticketing system.
Provide regular summaries of trending concerns, feedback, or reputational risks.
Collaborate with marketing and customer care teams to align messaging.
Delivering excellent customer support on social media platforms
Supporting brand reputation and customer satisfaction
Learning brand voice and tone for digital communication
Assisting in identifying common issues and customer needs
Gaining experience in digital customer service and community engagement
Bachelor’s degree in Communications, Marketing, Business, or a related field
0–2 years of experience in customer service, social media management, or community support
Familiarity with major social media platforms and messaging etiquette
Basic knowledge of CRM or customer support software is a plus
Strong written English and grammar skills; additional language skills are a bonus
Excellent written communication and active listening skills
Friendly, calm, and empathetic tone when dealing with customers
Quick thinker with problem-solving skills and attention to detail
Ability to handle multiple tasks in a fast-paced environment
Positive attitude and willingness to learn digital tools and platforms