Social Media & Customer Support Assistant

Hotdish; Quezon City; On-site; PHP 201,000 - 335,000; Full time

Job summary

Hotdish is seeking a Social Media & Customer Support Assistant to manage comments, messages, and inquiries across the company’s social channels. The role emphasizes helping customers, solving problems, and using chat interactions to drive sales and process orders.

Key responsibilities include responding to messages, upselling products, coordinating with departments to fulfill orders, and maintaining accurate data and logs while upholding brand voice and privacy guidelines.

Qualifications

• Excellent written English with a professional tone.
• Experience in digital customer service, upselling, and closing sales via chat.
• Familiarity with social platforms, chat moderation tools, MS Office, and tracking sheets.
• High attention to detail and ability to multitask in a fast-paced environment.
• Strong conflict-resolution skills and ability to collaborate with cross-functional teams.

Responsibilities

• Read and respond to direct messages and comments with clear, polite language.
• Recommend products, upsell, cross-sell, and process orders via chat.
• Coordinate with Accounting, Dispatch, and Delivery Riders to process orders.
• Keep sales sheets, customer data, and order tracking logs accurate and up to date.
• Stay updated on products and maintain the proper brand voice online.
• Follow data privacy regulations and company policies.
• Take on additional tasks as needed by management.

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 Support Assistant 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-