Social Media Customer Service Representative

Hotdish; Quezon City; On-site; PHP 279,000 - 424,000; Full time

Job summary

Hotdish is seeking a Social Media Customer Service Representative in the Philippines to manage comments, messages, and inquiries on social media, helping customers and driving sales.

You will use everyday chat interactions to solve problems, process orders, and maintain accurate data while upholding brand voice and data privacy.

Qualifications

• Excellent written English skills with professional tone.
• Experience in digital customer service, upselling, and closing sales via chat.
• Familiarity with social media platforms, chat moderation tools, and data tracking.
• High attention to detail and ability to multitask in a fast-paced environment.
• Strong conflict-resolution skills and teamwork under pressure.

Responsibilities

• Read and respond to direct messages and comments with clear, polite language.
• Turn inquiries into sales by recommending products and processing orders.
• Coordinate with Accounting, Dispatch, and Delivery to ensure on-time deliveries.
• Keep sales sheets, customer data, and order tracking logs accurate.
• Maintain brand voice and stay updated on product lines.

Skills

Communication

Sales & Customer Service

Tech Proficiency

Organization & Accuracy

Problem-Solving & Teamwork

Tools

MS Office

Online tracking sheets

Job description

JOB SUMMARY

The Social Media Customer Service Representative manages all comments, messages, and inquiries on the company’s social media pages. This role focuses on helping customers, solving their problems, and using everyday chat interactions to drive sales and process orders.

KEY RESPONSIBILITIES

• Customer Support & Chat: Read and respond to direct messages and comments, answer questions, and resolve complaints using clear, polite, and grammatically correct written language.

• Sales & Conversational Commerce: Turn inquiries into sales by recommending products, upselling, cross-selling, and processing customer orders.

• Order & Workflow Management: Coordinate with Accounting, Dispatch, and Delivery Riders to process orders and ensure accurate, on-time deliveries.

• Data & Tracking: Keep sales sheets, customer data, and order tracking logs accurate and up to date.

• Brand & Market Awareness: Stay updated on company products, monitor online chat trends, and maintain the proper brand voice.

• Data Privacy & Compliance: Follow company policies, ethical guidelines, and data privacy regulations.

• Flexibility: Take on other tasks or adapt to new operational roles as needed by management.

SKILLS & QUALIFICATIONS

• Communication: Excellent written English skills (spelling, grammar, and punctuation) and the ability to maintain a professional tone.

• Sales & Customer Service: Experience in digital customer service, upselling, handling complaints, and closing sales via chat.

• Tech Proficiency: Familiarity with social media platforms, chat moderation tools, MS Office, and online tracking sheets.

• Organization & Accuracy: High attention to detail when recording data and the ability to multitask in a fast-paced environment.

• Problem-Solving & Teamwork: Strong conflict-resolution skills and the ability to work well with cross-functional teams under pressure.