Online Customer Service

Location : Zouk Mikael
Job Role:

• Respond to all direct messages (DMs), comments, and tags on platforms such as Instagram, Facebook, and TikTok in a timely and brand-appropriate tone.

• Monitor social media accounts and flag any negative feedback, technical issues, or customer concerns to the relevant team.

• Provide product information, resolve basic customer issues, and escalate more complex requests to sales or marketing when necessary.

• Track customer interaction trends and report recurring issues, common questions, and engagement metrics.

• Update automated replies, FAQ content, and saved replies as needed to ensure accurate, up-to-date information is provided.

• Support marketing campaigns by engaging with followers during launches, giveaways, or promotions.

• Ensure brand voice is maintained in all responses — polite, professional, friendly, and aligned with company values.

• Collaborate with the marketi...