Social Media Agent

Fit Hub; Indonesia; On-site; IDR 90,000,000 - 130,000,000; Full time

Job summary

Fit Hub is seeking a customer care specialist to manage inquiries across social platforms and logs interactions for quality assurance. You will coordinate with internal teams to resolve issues efficiently and escalate complex trends as needed.

The role requires strong communication and analytical abilities, with a focus on timely, empathetic responses and maintaining high CSAT scores.

Qualifications

• Minimum 2-3 years of experience in customer care or social media administration.
• Ability to analyze inquiries and determine appropriate responses.
• Strong communication skills to handle sensitive situations with professionalism.

Responsibilities

• Respond promptly and professionally to customer inquiries across channels (Instagram, Twitter, Facebook, WhatsApp, E-mail, TikTok).
• Handle customer complaints with a solution-focused approach per company policies.
• Log interactions, issues, and resolutions for internal tracking and QA.
• Collaborate with internal teams (e.g., Maintenance, Tech) to resolve issues efficiently.
• Proactively escalate complex issues or trends to relevant departments.

Skills

Customer care

Social media management

Analytical skills

Problem solving

Attention to detail

Written and verbal communication

Shift work

Tools

CRM systems

Helpdesk systems

Google Sheets

Job description

Responsibilities

• Respond promptly and professionally to customer inquiries and feedback on various channels (e.g., Instagram, Twitter, Facebook, WhatsApp, E-mail, TikTok).
• Handle customer complaints with a solution-oriented mindset while following company policies and procedures.
• Manage operations tickets related to product or service inquiries using the company’s platform.
• Accurately log interactions, issues, and resolutions for internal tracking and quality assurance.
• Collaborate cross-functionally with internal teams (e.g., Maintenance, Tech) to resolve customer issues efficiently.
• Proactively escape complex issues or trends to relevant departments for further action.
• Monitor social media mentions and sentiment to identify opportunities for service recovery or positive engagement.
• Maintain performance metrics including response time, resolution rate, and customer satisfaction score (CSAT).

Requirements & Skills

• Minimum 2-3 years of experience in customer care or social media administration, preferably in a fast-paced or customer-centric industry.
• Strong analytical skills to assess customer inquiries and determine the most suitable responses or actions.
• Strong problem solving skills and the ability to handle difficult or sensitive situations with empathy and professionalism.
• High attention to detail and accuracy in communication and documentation.
• Excellent communication skills, both written and verbal, with the ability to articulate complex ideas clearly and concisely.
• Able to work a shifting schedule including evenings, weekends and public holidays.
• Proficient in CRM systems, helpdesk systems, support tools and skilled in Google Sheets.