Social Media Customer Services Assistant

Job Purpose

To provide timely, professional, and friendly support to customers across all social media channels, ensuring positive engagement, brand reputation, and excellent customer satisfaction.

Key Responsibilities

• Monitor and respond promptly to customer inquiries, comments, and messages on platforms such as Facebook, Instagram, TikTok, X (Twitter), and others.
• Handle complaints, feedback, and service-related questions with empathy, accuracy, and adherence to company policies.
• Escalate complex or sensitive cases to the appropriate internal team for resolution.
• Track and record customer interactions in the CRM or social media management system.
• Collaborate with the marketing team to maintain consistent brand tone and voice.
• Assist in preparing FAQs, response templates, and best practices to improve service efficiency.
• Report recurring issues, trends, or customer sentiments to management for improvement initiatives.
• Support in creating engagement content (polls, Q&A sessions, etc.) to foster a positive community atmosphere.
• Keep up to date with social media trends, platform updates, and competitor practices.

Requirements & Qualifications

Key Competencies

Benefits

Job Types : Full-time, Permanent

Pay : RM1, RM2,500.00 per month

Benefits :

Work Location : In person