Social Media Customer Experience Specialist
Skills
About This Role
Overview
We are looking for a Social Media Customer Experience Specialist to manage and enhance customer interactions across our social media platforms.
In this role, you will respond to customer inquiries, resolve issues, and ensure a positive brand experience while maintaining our voice and values online.
Key Responsibilities
· Monitor and respond to customer messages, comments, and mentions across social media platforms (e.g., Facebook, Instagram, X/Twitter, TikTok, LinkedIn)
· Provide timely, accurate, and professional customer support in line with company standards
· Escalate complex issues to appropriate internal teams (e.g., support, logistics, technical)
· Track and document customer interactions and feedback
· Identify trends in customer concerns and recommend improvements
· Collaborate with marketing and content teams to ensure consistent messaging
· Maintain brand tone and voice in all interactions
· Proactively engage with customers to build relationships and brand loyalty
· Assist in managing online reputation and handling negative feedback professionally
Qualifications
· Bachelor’s degree in Marketing, Communications, Business, or related field (preferred)
· 1–3 years of experience in customer service, social media management, or a related role
· Strong written communication skills with attention to tone and detail
· Familiarity with major social media platforms and tools
· Ability to multitask and manage high volumes of interactions
· Problem-solving mindset with a customer-first attitude
· Experience with CRM or social media management tools is a plus
Key Skills
· Customer service excellence
· Social media communication
· Conflict resolution
· Time management
· Adaptability and responsiveness
· Attention to detail
Preferred Qualifications
· Experience in e-commerce or digital-first businesses
· Knowledge of social listening and analytics tools
· Multilingual abilities (a plus depending on region)
Pleaae send your updated CV at : info@emirianpro.com
And mention availability to join dates:
Years of Experience:
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