Social Media Customer Support Representative

2 weeks ago

Karachi ShahraEFaisal, Pakistan Textile (Retail Business) Full time 300,000 - 600,000 per year

Job Overview:

We are seeking a proactive and customer-focused Social Media Customer Support Representative to manage and respond to customer inquiries on our social media platforms (Facebook, Instagram, etc.). The ideal candidate will ensure timely, accurate, and professional responses, while maintaining a positive brand image.

Key Responsibilities:

Monitor and respond to customer queries, comments, and messages across social media channels.

Provide accurate information about products, services, and policies.

Escalate complex issues to the appropriate department or manager.

Maintain response time standards and ensure customer satisfaction.

Track, report, and analyze customer queries to identify common concerns or trends.

Collaborate with the marketing team to align responses with brand voice and communication style.

Requirements:

Proven experience in customer support, preferably on social media.

Strong written communication skills in English (and local language, if applicable).

Ability to stay calm and professional under pressure.

Familiarity with social media platforms (Facebook, Instagram, WhatsApp, etc.).

Basic knowledge of CRM or customer support tools is a plus.

Problem-solving mindset with attention to detail.

Preferred Skills:

Multitasking and time management skills.

Empathy and patience in handling customer concerns.

Knowledge of social media engagement best practices.

Job Type: Full-time

Location: NASTP

Job Type: Full-time

Work Location: In person

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