Job description

• Monitor and respond to customer interactions across all assigned social media and digital channels, including Facebook and Instagram comments and messages, business WhatsApp, unofficial merchants groups, and support emails to ensure timely resolution of inquiries, maintain consistent brand communication, and enhance customer satisfaction.

• Handle customer inquiries, requests, and complaints across all lines of business in a timely, professional, and customer-centric manner, ensuring proper follow-up and resolution to ensure effective resolution, proper follow-up, and high levels of customer satisfaction.

• Escalate unresolved cases to the concerned internal teams in accordance with the defined escalation procedures to ensure timely resolution and minimize service delays.

• Adhere to approved response guidelines, tone of voice, service-level agreements (SLAs), and pre-approved scripts to ensure consistent, compliant, and high-quality communication across all customer touchpoints.

• Support ongoing campaigns, announcements, promotions, and service updates by actively engaging with customer comments and inquiries related to published content to drive awareness, clarify messaging, and enhance customer engagement.

• Log customer interactions and outcomes in the assigned systems in accordance with established processes to enable trend analysis, performance tracking, and continuous service improvement.

• Identify and flag recurring issues, negative trends, or potential risks to the immediate supervisor to support timely corrective actions and continuous service improvement.

Accountable for accuracy, timeliness, and professionalism of responses across assigned channels to maintain service standards, brand credibility, and customer satisfaction.

Comply with company policies, data privacy requirements, and approved communication standards to ensure regulatory adherence, information security, and consistent professional conduct.

Skills description

• Educational background: Bachelor’s degree in a related field.

• Experience: 0-1 years of relevant experience.

• Technical proficiency:

• Ownership
• Functional skills
• Ideas presentation and taking initiative
• Continuous learning
• Customer centricity

Soft skills:

• Strong written communication skills.

• Good customer handling and problem-solving skills.

• Ability to work under pressure and manage multiple conversations at once.

• Basic knowledge of social media platforms and messaging tools.

• High attention to detail and strong commitment to service quality.

Technical skills:

• Basic knowledge of social media platforms and messaging tools.

Work conditions

• Ability to work rotational shifts from 9:00 am to 1:00 am and days off.