Social Media Customer Support Executive

17 hours ago

Karachi, Sindh, Pakistan metroConnections, Inc. Full time

The incumbent will be responsible to deliver timely, empathetic, and accurate customer support across social media platforms, ensuring a positive and consistent brand experience.

RESPONSIBILITIES
  • Monitor and respond promptly to customer queries, comments, and complaints across social media platforms including Instagram, Facebook, X (Twitter), LinkedIn, and YouTube.
  • Maintain a professional, empathetic, and brand-aligned tone in all interactions.
  • Provide accurate and helpful information regarding products, services, orders, and company policies.
  • Escalate complex, unresolved, or sensitive issues to the relevant teams.
  • Track and log customer queries.
  • Identify and categorize common customer concerns to support process improvements.
  • Collaborate with marketing, operations, and customer service teams to resolve issues effectively.
  • Monitor daily engagement and customer sentiment to inform team strategies.
  • Report on recurring issues, customer feedback, and platform-specific trends.
  • Stay updated on changes in social media platforms, industry trends, and evolving customer expectations.

Required Qualification

  • Bachelor's Degree

Required Experience

  • 0–2 years of experience in customer service, preferably in a digital or social media environment

Required Skills

  • Excellent written communication skills in English
  • Strong understanding of major social media platforms
  • Ability to remain calm and professional in challenging situations
  • Basic knowledge of customer service tools and CRM systems is a plus
  • Willingness to work flexible hours, including weekends or holidays if needed
  • Clear, empathetic, and brand-aligned messaging
  • Ability to resolve or escalate issues efficiently
  • Patient, solution-oriented approach to support
16 Raffles Quay, #16-02, Hong Leong Building, Singapore 048581
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