Customer Support for Community

We’re looking for a customer support agent for our social media. We have an online business with digital courses that help people overcome addictions and change bad habits and we’re looking for a customer support agent to help our customers on our two Facebook groups and other social media platforms. You will be offering advice based on our content and managing our social media.

The right person for this job:

* Has previous experience in customer service, community management & social media management (At least 3 years). You need to be able to give concise advice, resolve public conflict/complaints, direct people to the right information, create posts and guides in our Facebook groups.

* Fluent in written English. You should be able to write concisely and explain clearly. You will be writing to native speakers so your grammar and communication skills should be flawless. You should be able to understand the nuances of the language too.

* Being able to give advice with empathy and without being patronizing.

* Willing to learn our content, concepts and information in order to support our customers via email, Facebook group, Facebook page and Upgrade to see actual info.

* People’s person that likes to help others and offer a great customer experience.

* High attention to detail. You should be able to remember our customers across our social media platforms, avoid errors in names or typos, check all your answers thoroughly before sending them.

* Exceptional time management & self-management skills. This is a demanding role so being able to prioritize, organize your time and organize your information is essential.

* Willing to learn and grow with our company over a long term relationship so you can earn more and have other team members under you.

* Communication Upgrade to see actual info’s not only important to be fluent in English but also to be able to communicate your point across to our audience and us. Knowing how to ask questions and avoid making assumptions is very important.

* Key personality trait is to be adaptable, attention to detail, communicative, articulate, caring for our customers, eager to learn new things, and finds purpose in helping others.

* Psychology/ coaching training or background is a plus. (optional)

Tasks required for this job:
* Thoroughly learn and understand our content in depth so you can offer advice and direction to our customers.
* Go through all Facebook group posts and comments to moderate and respond to all posts and comments. This happens in 2 Facebook groups, Facebook page, Instagram, YouTube.
* Check our social media daily.
* Schedule all our new videos and clips from our Google Drive to Facebook and Instagram
* Optimise posts for instagram (hashtags, thumbnail, put our handle)
* Schedule social media posts weekly (reschedule existing posts and create new ones based on the needs or topics trending in the Facebook groups)
* Detect trends in our Facebook groups and competing Facebook groups and create posts addressing those trends
* Create guides on the Facebook groups to help members find information easily
* Collect all testimonials and transfer them to our Testimonials database
* Communicate with email support agent when it’s needed to email a customer who may have posted in the Facebook groups or our social media


Job Schedule:
Monday to Friday: 9pm to 5am Philippines time.
Saturday: 9pm to 1am
Sunday 1.5 hours with flexible times.

Important: If you fit this description and feel confident with the requirements, please message us with what most excites you about this role so we can inform you about the next stage of the hiring process.

Looking forward to hearing from you :)