About the Role:
We are looking for a Community Moderator & Customer Support Representative to be the voice of our brand across all digital channels. This role is responsible for responding to customer inquiries on social media, email, and chat, as well as handling inbound phone calls. The ideal candidate is highly responsive, customer-focused, and able to maintain a professional and friendly tone while addressing concerns, providing solutions, and ensuring a positive customer experience.
Key Responsibilities:
- Customer Inquiry Management
- Respond promptly and professionally to customer inquiries across all social media platforms (Instagram, Facebook, Twitter, TikTok, etc.), email, and chat.
- Answer and handle all incoming customer phone calls, providing clear and helpful information.
- Escalate complex issues to the appropriate internal teams and follow up on resolutions.
- Social Media Engagement & Moderation
- Monitor and moderate comments, messages, and discussions to maintain a positive brand image.
- Proactively engage with followers, respond to mentions, and encourage community interactions.
- Address negative comments or complaints professionally and escalate when necessary.
- Ensure brand consistency and tone of voice in all responses.
- Reporting & Insights
- Track common customer inquiries and provide feedback to improve FAQs and support resources.
- Report recurring issues, customer sentiment, and engagement trends to relevant teams.
- Suggest improvements to customer communication strategies based on feedback and data.
Requirements & Qualifications:Bachelor’s degree in Communications, Marketing, Business, or a related field (preferred).1–3 years of experience in customer support, community management, or a similar role.Skills:Strong written and verbal communication skills in English. Ability to handle high volumes of inquiries efficiently while maintaining quality responses.Familiarity with social media platforms and community management tools.Excellent problem-solving and conflict-resolution skills.Ability to multitask and stay organized in a fast-paced environment.