Social Media Customer Support Agent

Digitalhub India; Gurugram District; On-site; INR 250,000 - 420,000; Full time

Job summary

Digitalhub India is seeking enthusiastic Social Media Customer Support Agents to manage comments and messages on Facebook, Instagram, and Meta platforms. Excellent written English and strong communication are essential to deliver accurate information and a positive customer experience.

You will engage with customers professionally, handle multiple conversations, and escalate complex issues to the right teams while maintaining a consistent brand voice.

Qualifications

• Excellent written English and communication skills required.
• Well-versed with Meta platforms including Facebook and Instagram.
• Experience in social media/customer support preferred.

Responsibilities

• Respond to customer comments, questions, and concerns on Facebook, Instagram, and other Meta platforms.
• Handle customer interactions professionally and courteously.
• Provide clear, accurate, and timely responses to customer queries.
• Identify and escalate complex or sensitive issues to the appropriate team.
• Monitor social media comments and messages and ensure timely responses.
• Maintain a consistent and professional brand tone across all interactions.
• Follow company guidelines and processes when handling customer concerns.
• Coordinate with internal teams when additional information or assistance is required.
• Maintain accuracy and attention to detail while handling multiple conversations.

Skills

Excellent written English

Strong communication

Social media familiarity

Typing speed

Multitasking

Problem-solving

Tools

Meta platforms

Facebook and Instagram

Job description

About the Role

We are looking for enthusiastic and customer-focused Social Media Customer Support Agents to manage and respond to customer comments, questions, and concerns across social media platforms, including Facebook, Instagram, and Meta.

The ideal candidate should have excellent written English, strong communication skills, and a good understanding of social media platforms. You will be responsible for engaging with customers professionally, providing accurate information, and ensuring a positive customer experience.

Key Responsibilities

• Respond to customer comments, questions, and concerns on Facebook, Instagram, and other Meta platforms.
• Handle customer interactions professionally and courteously.
• Provide clear, accurate, and timely responses to customer queries.
• Identify and elevate complex or sensitive issues to the appropriate team.
• Monitor social media comments and messages and ensure timely responses.
• Maintain a consistent and professional brand tone across all interactions.
• Follow company guidelines and processes when handling customer concerns.
• Coordinate with internal teams when additional information or assistance is required.
• Maintain accuracy and attention to detail while handling multiple conversations.

Requirements

• Excellent written English and communication skills.
• Well-versed with Meta platforms, including Facebook and Instagram.
• Previous social media/customer support experience preferred.
• Good typing speed and accuracy.
• Experience handling customer interactions through social media.
• Digital marketing experience is preferred.
• Chat process/customer support experience is preferred.
• Ability to multitask and manage multiple customer conversations efficiently.
• Comfortable working in a 24-hour rotational shift environment.
• Willingness to work 6 days a week, including rotational weekends/holidays as required.

What Were Looking For

• Strong customer-service mindset.
• Professional and empathetic communication style.
• Quick learner with good problem-solving skills.
• Ability to remain calm and professional when handling negative feedback or complaints.
• Strong attention to detail and ability to follow processes.