Social Media Customer Service Specialist

MRETTY CUSTOM FURNITURE PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading furniture company in Singapore is looking for a detail-oriented Customer Service Specialist to manage inquiries on Xiaohongshu and Meta platforms. The role involves timely and professional user interaction, fostering brand loyalty, and analyzing data to improve service efficiency. Ideal candidates should have strong communication skills and experience with customer relationship management on social media. Join us to help enhance user satisfaction and represent our brand effectively.

Qualifications

• Strong communication skills to engage with users effectively.
• Ability to analyze user feedback and data for service improvements.
• Experience in managing customer inquiries on social media platforms.

Responsibilities

• Manage inquiries on Xiaohongshu and Meta platforms promptly.
• Coordinate with internal teams for issue resolution.
• Foster brand loyalty through personalized interactions.
• Analyze data and produce service reports to improve efficiency.

Skills

Detail-oriented

Communicative

Socially savvy

Customer relationship management

Data analysis

Job description

Job Description
We are looking for a detail-oriented, communicative, and socially savvy Customer Service Specialist to manage and respond to customer inquiries on Xiaohongshu and Meta platforms (Facebook, Instagram, etc.), maintain brand image, and enhance user satisfaction. You will serve as the bridge between the brand and its users, providing timely and professional interactions to help resolve issues and communicate brand value.

Responsibilities

• Multi‑Platform Inquiry Management
  • Promptly respond to private messages, comments, and inquiries on Xiaohongshu and Meta platforms, ensuring response efficiency and service professionalism.
  • Track and handle user feedback, complaints, and suggestions, coordinating with internal teams to drive issue resolution.
• User Relationship Maintenance
  • Foster brand affinity and loyalty through friendly, personalized interactions.
  • Proactively follow up with high‑value users or potential customers to assist conversion or provide dedicated support.
• Content Collaboration & Feedback
  • Collect frequent user questions, trending topics, and needs to provide optimization suggestions to the content team.
  • Support the operations team in monitoring public sentiment and promptly reporting emerging situations or negative information.
• Data & Reporting
  • Record inquiry types, user feedback, and resolution status, regularly producing service reports.
  • Analyze data to propose process improvements and enhance service efficiency.