Customer Service Representative

JOB SUMMARY

The Social Media Customer Service Representative manages incoming messages, comments, and inquiries across company social media channels. This role focuses on delivering excellent text-based customer service and using conversational commerce to turn inquiries into sales.

KEY RESPONSIBILITIES

• Customer Support & Inquiry Handling: Answer direct messages and comments quickly, provide product information, resolve complaints, and maintain proper brand tone.
• Sales & Conversational Commerce: Identify sales leads, suggest upgrades or additional items (upselling/cross-selling), process orders, and close sales.
• Order Tracking & Operations: Coordinate with Accounting, Dispatch, and Riders to track deliveries, update sales logs accurately, and ensure on-time fulfillment.
• Data Management & Reporting: Keep accurate logs of customer data, track inventory requests, and follow strict data privacy and safety regulations.
• Trend Analysis & Strategy: Monitor online conversation trends and platform updates to improve chat efficiency, customer satisfaction, and sales.

KEY SKILLS & COMPETENCIES

• Communication: Flawless written English (spelling, grammar, punctuation) and strong chat moderation skills.
• Sales & Service: Expertise in social media messaging, customer service, and turning chats into completed sales.
• Multitasking & Pressure: Ability to handle multiple chats simultaneously in a fast-paced environment.
• Tools & Systems: Proficiency in social media inbox management tools, spreadsheets, and MS Office.
• Problem Solving & Organization: High attention to detail in data entry, strong conflict resolution, and solid time management.