Position: Social Media Marketing Specialist

Job Description

Job Title: Sales Agent - Customer Service (Inbound & Outbound)

Location: Tikhedewal, Lalitpur 

Reports to: Customer Experience Manager or Head of Digital Marketing

Employment Type: Full-time( 10 am to 6pm)

Position Overview:

We are seeking an experienced Social Media Specialist with a strong focus on Customer Service to manage inbound and outbound engagements across multiple social media platforms. This role is pivotal in ensuring a seamless and consistent customer experience across key international markets, including the UK, Australia, USA, and Europe. The ideal candidate will be adept at handling customer inquiries, resolving issues promptly, and driving brand engagement through strategic communication.

Responsibilities

• Inbound Customer Support:
• Monitor and respond to customer queries, complaints, and feedback on social media channels (Facebook, Instagram, Twitter, LinkedIn, etc.).
• Provide accurate, prompt, and personalized responses to ensure customer satisfaction.
• Collaborate with internal teams (e.g., sales, technical support, marketing) to resolve complex customer issues.
• Log and escalate unresolved customer complaints to the appropriate departments, ensuring follow-up until resolution.
• Outbound Engagement:
• Actively engage with customers by initiating meaningful conversations, promoting products/services, and building relationships.
• Address frequently asked questions and proactively manage customer expectations.
• Implement and execute outbound social media campaigns aimed at promoting special offers, product launches, or events.
• Ensure that outbound messaging aligns with brand voice and tone.

Qualifications:

• Proven experience (1-2 years) in social media management or customer service roles, ideally with a focus on global markets (UK, Australia, USA, Europe).
• Excellent written and verbal communication skills in English; additional language skills are a plus.
• Strong problem-solving skills and the ability to stay calm under pressure.
• Experience using social media monitoring tools and customer relationship management (CRM) systems.
• Ability to work collaboratively with cross-functional teams.

Strong organizational skills with the ability to handle multiple tasks and prioritize effectively.