Customer Service Representative

Hotdish; Philippines; On-site; PHP 180,000 - 360,000; Full time

Job summary

Hotdish is seeking a Social Media Customer Service Representative who will manage incoming messages and inquiries across company social media channels, delivering friendly, text-based customer support and using conversational commerce to convert inquiries into sales. The role emphasizes timely responses, order processing, and accurate data handling.

The position requires strong written English, the ability to upsell and close sales, and effective multitasking in a fast-paced environment.

Qualifications

• Fluent written English with perfect grammar and punctuation.
• Ability to manage multiple chats in a fast-paced environment.
• Experience turning chats into completed sales and upsells.

Responsibilities

• Answer DMs and comments promptly, provide product information, resolve complaints while maintaining brand voice.
• Identify sales opportunities, upsell/cross-sell, process orders, close sales.
• Coordinate with teams to track deliveries, update logs, ensure on-time fulfillment.

Skills

Communication

Sales & Service

Multitasking

Tools & Systems

Problem Solving

Tools

Social media inbox tools

MS Office

Job description

JOB SUMMARY

The Social Media Customer Service Representative manages incoming messages, comments, and inquiries across company social media channels. This role focuses on delivering excellent text-based customer service and using conversational commerce to turn inquiries into sales.

KEY RESPONSIBILITIES

• Customer Support & Inquiry Handling: Answer direct messages and comments quickly, provide product information, resolve complaints, and maintain proper brand tone.

• Sales & Conversational Commerce: Identify sales leads, suggest upgrades or additional items (upselling/cross-selling), process orders, and close sales.

• Order Tracking & Operations: Coordinate with Accounting, Dispatch, and Riders to track deliveries, update sales logs accurately, and ensure on-time fulfillment.

• Data Management & Reporting: Keep accurate logs of customer data, track inventory requests, and follow strict data privacy and safety regulations.

• Trend Analysis & Strategy: Monitor online conversation trends and platform updates to improve chat efficiency, customer satisfaction, and sales.

KEY SKILLS & COMPETENCIES

• Communication: Flawless written English (spelling, grammar, punctuation) and strong chat moderation skills.

• Sales & Service: Expertise in social media messaging, customer service, and turning chats into completed sales.

• Multitasking & Pressure: Ability to handle multiple chats simultaneously in a fast-paced environment.

• Tools & Systems: Proficiency in social media inbox management tools, spreadsheets, and MS Office.

• Problem Solving & Organization: High attention to detail in data entry, strong conflict resolution, and solid time management.