Social Media & Admin Specialist

Logix BPO; Cebu City; On-site; PHP 420,000 - 640,000; Full time

Job summary

Logix BPO in Cebu City is seeking a highly skilled Social Media & Online Reputation Specialist to represent our client across various online platforms, engaging with customers through clear, professional, and natural written communication.

The role involves handling questions, reviews, and conversations on Reddit, TripAdvisor, Google Reviews, Facebook, Instagram, and other channels, maintaining the brand voice and ensuring accurate, empathetic responses.

Qualifications

• Excellent written English with strong grammar and spelling.
• Ability to communicate naturally through written channels.
• Experience in customer service or social media roles.
• Familiarity with online reputation management.
• Comfort handling sensitive conversations and complaints.
• Ability to adjust tone per brand voice.

Responsibilities

• Monitor and respond to questions, reviews, and conversations across social platforms.
• Engage with customers on Reddit, TripAdvisor, Google Reviews, Facebook, Instagram.
• Maintain brand voice with professionalism and empathy.
• Escalate complex issues to the appropriate team.
• Provide regular updates on customer sentiment and feedback.
• Collaborate with internal teams to ensure accurate responses.
• Protect client online reputation and confidentiality.
• Identify opportunities to engage with potential and existing customers.
• Track recurring questions and trends for improvements.

Skills

Excellent written English

Customer service experience

Social media management

Online reputation management

Tone adaptation to brand voice

Job description

About the Role

We are looking for a highly skilled Social Media & Online Reputation Specialist to represent our client across various online platforms. This role is focused on engaging with customers and online communities through clear, professional, and natural written communication.

The ideal candidate is confident in handling customer questions, reviews, comments, and conversations across platforms such as Reddit, TripAdvisor, Google Reviews, Facebook, Instagram, and other relevant channels. You should have excellent written English, strong judgment, and the ability to adapt your tone while maintaining the client's brand voice.

Key Responsibilities

• Monitor and manage customer questions, comments, reviews, and conversations across social media and online platforms.

• Respond professionally and naturally to customer inquiries on Reddit, TripAdvisor, Google Reviews, Facebook, Instagram, and other relevant channels.

• Handle both positive and negative reviews with professionalism, empathy, and appropriate tone.

• Represent the client's brand accurately and maintain a consistent brand voice across all platforms.

• Provide helpful and engaging responses that address customer questions and concerns.

• Monitor online discussions and identify opportunities to engage with potential and existing customers.

• Escalate sensitive, complex, or urgent customer concerns to the appropriate team.

• Track recurring questions, feedback, and customer sentiment and provide regular updates or reports.

• Work closely with internal teams to ensure responses are accurate and aligned with current policies, services, and customer information.

• Maintain professionalism and confidentiality when handling customer and brand-related information.

Requirements

• Excellent written English with strong grammar, spelling, and sentence structure.

• Strong ability to communicate naturally through written channels.

• Experience in customer service, social media, online reputation management, community management, or digital communications.

• Comfortable handling customer complaints, questions, reviews, and sensitive conversations.

• Strong understanding of tone of voice and the ability to adjust communication depending on the situation.

• Excellent attention to detail and good judgment when responding publicly.

• Comfortable navigating multiple online platforms and learning new systems quickly.

• Proactive, resourceful, and able to work independently.

• Strong research and problem-solving skills.

• Able to represent an international brand in a professional and authentic manner.

Preferred Experience

• Previous experience in a BPO, customer experience, social media, community management, or online reputation management environment.

• Experience responding to Google Reviews, TripAdvisor, Reddit, Facebook, Instagram, or similar platforms.

• Experience supporting UK, European, or international clients is an advantage.

• Experience working with hospitality, tourism, travel, or lifestyle brands is a plus.

Ideal Candidate

We are looking for someone who is naturally good at communicating with people through writing. You should be able to read a customer's message, understand what they are really asking or concerned about, and respond in a way that feels helpful, human, and aligned with the brand.

This is not simply a social media posting role. The successful candidate will be responsible for actively listening to online conversations, engaging with customers and communities, protecting the client's online reputation, and making sure every interaction reflects the quality and personality of the brand.