Senior Social Media Customer Advocate

Boldr; Merida; On-site; PHP 279,000 - 502,000; Full time

Job summary

Boldr is hiring a Senior Customer Advocate focused on social media to manage inquiries, respond promptly, and strengthen the brand's online presence across platforms. You will engage customers, resolve issues with empathy, and collaborate with support teams to ensure satisfaction.

The role emphasizes maintaining a professional brand voice, sharing updates, and reporting feedback to teams to drive product improvements.

Qualifications

• Bachelor's degree in marketing or related field.
• 2-3 years of experience in customer support with a focus on social media management.
• Strong understanding of various social media platforms and their best practices.
• Previous experience with social media support tools is preferred.
• Excellent written communication skills.
• Empathetic and customer-centric mindset.
• Ability to work in a fast-paced and dynamic environment.

Responsibilities

• Social Media Management: Monitor and actively engage with customer inquiries and comments on social media channels, including but not limited to Facebook, Instagram, YouTube, TikTok.
• Respond to customer inquiries promptly, providing accurate information and resolutions.
• Customer Engagement: Build and maintain positive relationships with customers through social media interactions.
• Acknowledge and address positive feedback and resolve concerns with empathy and professionalism.
• Issue Resolution: Investigate and resolve customer issues via social media, ensuring customer satisfaction.
• Collaborate with Tier 1 and Tier 2 support teams when necessary to resolve complex issues.
• Content Sharing: Share relevant content, updates, and announcements on social media platforms to engage and inform our customer base.
• Feedback Loop: Compile and report customer feedback and insights from social media to relevant teams.
• Advocate for improvements in our products and services based on social media feedback.
• Social Media Guidelines: Adhere to company guidelines and policies when representing the client on social media platforms.
• Maintain a consistent and professional brand voice.

Skills

Excellent written communication

Empathy

Customer-centric mindset

Ability to work in fast-paced env

Education

Bachelor's degree in marketing or related field

Tools

Social media platforms

Job description

Boldr is hiring a Senior Customer Advocate focused on social media to manage inquiries, respond promptly, and strengthen the brand's online presence across platforms. You will engage customers, resolve issues with empathy, and collaborate with support teams to ensure satisfaction.

The role emphasizes maintaining a professional brand voice, sharing updates, and reporting feedback to teams to drive product improvements.