Customer Service and Social Media Manager

Job Summary

• We are seeking a proactive, customer-focused, and social media-savvy Customer Service Executive to join our team in Lagos.
• The ideal candidate will be responsible for delivering exceptional customer support across multiple communication channels, including phone, email, WhatsApp, and social media platforms.
• This role requires someone who is tech-savvy, possesses excellent communication skills, and can effectively manage online customer interactions while maintaining the company's brand reputation.
• The successful candidate should be passionate about customer satisfaction, skilled in handling inquiries and complaints, and capable of engaging customers professionally across digital platforms.

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, WhatsApp, live chat, and social media platforms.
• Monitor and manage the company's social media inboxes, comments, and direct messages.
• Resolve customer complaints professionally and escalate complex issues when necessary.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Provide accurate information about products, services, pricing, promotions, and company policies.
• Process customer orders, returns, exchanges, and service requests where applicable.
• Collaborate with internal teams to ensure timely resolution of customer issues.
• Monitor online reviews and customer feedback, responding appropriately to maintain brand reputation.
• Assist in creating engaging customer-focused content for social media where required.
• Identify recurring customer concerns and provide recommendations for service improvement.
• Maintain accurate records of customer interactions using CRM or other customer management systems.
• Support customer engagement campaigns across social media platforms.
• Ensure all customer interactions align with the company's service standards and brand voice.

Requirements

• Bachelor's Degree or HND in Business Administration, Mass Communication, Marketing, Public Relations, or any related field.
• Minimum of 2 years' experience in Customer Service, Customer Support, or Client Relations.
• Experience managing business social media accounts is highly preferred.
• Strong understanding of major social media platforms including Instagram, Facebook, TikTok, X Twitter, LinkedIn, and WhatsApp Business.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Good knowledge of Microsoft Office Suite and CRM systems.
• Ability to multitask and work efficiently in a fast-paced environment.
• Professional telephone etiquette and interpersonal skills.
• Strong attention to detail and organizational skills.
• Willingness to work flexible hours when required.

Preferred Skills:

• Social media management and customer engagement.
• Digital communication and online community management.
• Excellent customer relationship management skills.
• Emotional intelligence and active listening.
• Time management and multitasking.
• Ability to work independently and collaboratively.
• Basic knowledge of content creation tools such as Canva is an added advantage.

What We Offer

• Competitive salary Open to Negotiation.
• Hybrid work environment.
• Accommodation provided.
• Daily feeding provided.
• Career growth and development opportunities.
• Supportive and collaborative work culture.
• Ongoing training and professional development.