Social Media Moderation Agent

A social media agent will provide product information and efficient resolutions to any emerging problems or concerns that our customers will encounter. He or she must also be alert and vigilant with checking negative feedbacks on any social media platforms the company has by assisting customers immediately.

The target of social media agents is to engage with customers and give them speedy responses, quality service, and maintain excellent customer satisfaction. They must be able to put themselves in their customers’ shoes and assist them the way they should be as problem solving should come naturally to customer care specialists.


Responsibilities:


Identifying and going the extra mile in providing quality service to customers
Manage large amounts comments and direct messages coming in
Provide accurate and complete information to customers through the use of the right tools/methods
Follow the company’s guidelines and procedures
Can be able to handle customer complaints and provide them with just solutions/alternatives and then follow up to maintain customer satisfaction
Record customer interactions, process customer accounts and input data properly on designated sheets/docs

Requirements/Skills you should possess:

Proven experience as a social media agent
Familiar with and user of social media products
Excellent English and communication skills
Friendly customer service-oriented
Has the ability to adapt and respond to different types of customer behavior
Flexible and can manage time effectively.
Motivated, takes initiative, high energy
Able to work in multiple tools/web browser windows at one time

Tools being used:


Facebook Business Pages
IG emulators
Shopify
Slack / Skype
Sheets, Docs