Social Media Customer Service Assistant

HRS Talent Solutions; Coffs Harbour; Remote; AUD 42,000 - 44,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Job summary

HRS Talent Solutions is seeking a Social Media Customer Service Assistant to handle inquiries received via the social inbox and email. You will read messages, provide short, accurate replies using approved information, and escalate to the right team when needed. This role focuses on supportive, not promotional, communications and does not involve content creation.

Remote-friendly, the position can be full-time or part-time. Hours and channel coverage will be confirmed after opening.

Qualifications

• Experience with social inboxes or office administration is helpful, but not required.
• Ability to read messages, follow approved information, and provide concise replies.
• Comfort with remote work setups and privacy guidelines.
• Attention to detail and ability to hand off questions to the right team.

Responsibilities

• Answer simple questions using approved information via social inbox and email.
• Direct more complex requests to the appropriate internal teams.
• Provide courteous, concise replies and maintain privacy guidelines.
• Keep conversations organized with accurate handoffs and context.

Job description

Social Media Customer Service Assistant

Customer Service | Social Inbox Messages | Remote | Full-time or part-time | 30.25–32.00 per hour

People ask questions through a company’s social media inbox as well as through email. This position helps sort those incoming messages, answer simple questions using approved information, and direct other requests to the team that can handle them. You are supporting an existing communication channel, not planning content, moderating public debate independently, or making promises on the company’s behalf.

What comes through the inbox

• A question about where to find published information.
• A request that needs a private customer service channel.
• A routine comment that can receive an approved reply.
• A message about an order or account that needs another team.
• A repeated inquiry with an earlier conversation to check.
• An unclear message requiring a focused follow-up question.

Start by reading the full message and the available history. If the answer is public and approved, reply clearly in the appropriate channel. If the person shares private details in a public comment, follow the employer’s instructions for routing the conversation; do not repeat those details openly. When the issue needs account access or a decision, make a useful handoff rather than guessing.

How a conversation is tracked

Use the assigned online inbox or record to note the topic, the reply sent, and any unresolved question. A message moved to another team should remain visible until the correct next step is known. If the person follows up later, a colleague should be able to see what was already explained. Keep different people’s messages separate even when they ask similar questions.

The pace may vary. Some messages can be answered from a published page; others require you to pause and get the right information. Good customer service means being courteous without overpromising. Office administration skills help with tags, statuses, and a clear trail of what happened. Experience in either area is helpful, but not required. A candidate new to professional social inboxes can learn the assigned responses and routing categories.

Some social messages contain a public question followed by a private account detail. Separate the parts of the exchange under the employer’s channel rules. A public reply can point to a general resource, while the account-specific issue may need a private support handoff. If several people ask the same question, use the approved information consistently without pasting an answer that ignores an individual’s situation. Keep the record of each conversation distinct.

When a message refers to an earlier email or order, note that connection for the receiving team. Do not ask the person to post an account number in a public comment.

A public comment and a private message need different handling. If a person has posted account details publicly, use the employer's approved privacy route and avoid repeating those details in a reply. A simple question about where to find published information may be answered with the correct online page after checking it. A complaint, a request for an exception or a question about someone's individual account should go to the team with authority and secure access. Keep enough context with the handoff that the next person can see what was already said, while following the platform's rules for personal data.

Practical requirements

You should be comfortable writing short, professional replies, using browser tabs, and recognizing when a question is outside approved guidance. You do not need to have managed a marketing campaign or designed social graphics. A private home office or another suitable space supports remote handling of messages that may contain customer information. The job may be part-time or full-time; actual hours and channel coverage will be confirmed for the opening.

This work can also involve handing a question to the right internal person. A useful handoff identifies the public message, the customer’s request, and the private channel already offered.

For consideration: Communication in a social inbox is written customer service, so make relevant experience with short, accurate replies visible. You can also show office administration skills such as keeping messages sorted and status notes current. A dedicated social media job title is not necessary.