Customer Service Representative/ Social Media Specialist

Experienced Social Media Moderator for an Australian company, skilled in handling customer interactions across various platforms. I manage inquiries, resolve concerns, and respond to reviews with a focus on maintaining brand reputation and customer satisfaction. Proven ability to keep ratings above 4.0 by turning negative feedback into positive outcomes, while ensuring all issues are properly documented and communicated with the team. Responsibilities: - Monitor and manage social media platforms including Facebook, YouTube, Google Reviews, Trustpilot, and ProductReview.com.au. - Respond promptly and professionally to customer inquiries via DMs and public comments regarding product concerns, delivery updates, technical support, and pre-sale questions. -Handle negative reviews tactfully by addressing concerns related to product quality, customer service experience, technical issues, and delivery problems; across multiple review platforms. -Strive to resolve customer issues with a customer-first approach, aiming to turn negative experiences into positive ones and encouraging customers to update or remove unfavorable reviews. - Ensure overall brand reputation is maintained by keeping customer ratings above 4.0. - Document all customer concerns and coordinate with relevant team members for follow-ups, resolutions, and process improvements.