Social Media Officer - Customer Service

Ikeja, Lagos, Nigeria
Contracted
Experienced

About the Role

As a member of our Marketing Reputation Team, you will be at the frontline of customer engagement across digital platforms, ensuring that our brand maintains a trusted, positive image. You will manage high volumes of daily interactions, resolve customer inquiries, and act as the voice of the company online. This role requires a balance of empathy, professionalism, and problem-solving skills to deliver an excellent customer experience while safeguarding the company’s reputation.

Key Responsibilities

  • Customer Engagement: Respond to and manage customer inquiries daily across social media platforms including Facebook, Instagram, Twitter (X), and others.
     
  • Tone & Brand Voice: Maintain a friendly, empathetic, and professional tone in all public and private communications.
     
  • Case Resolution: Identify and assess customer needs accurately to deliver timely solutions and ensure high satisfaction.
     
  • Information Delivery: Provide accurate responses such as resolved case information (e.g., tokens, codes, PINs) in line with security protocols.
     
  • Escalation Handling: Identify unresolved, complex, or sensitive issues and escalate them promptly to the Escalation Team.
     
  • Reputation Management: Monitor brand mentions, address public complaints tactfully, and mitigate negative feedback to protect the company’s image.
     
  • Product Knowledge: Develop a deep understanding of the company’s products, services, and policies to effectively resolve inquiries.
     
  • Compliance: Stay up to date with industry regulations, data privacy guidelines, and company policies to ensure compliant communication.
     
  • Continuous Improvement: Provide insights from customer interactions to help improve services, communication, and digital engagement strategies.
     

Requirements

  • Bachelor’s degree in Communications, Marketing, or a related field (or equivalent work experience).
     
  • 1–3 years of experience in customer service, social media management, online reputation, or community management.
     
  • Excellent written communication skills with the ability to adapt tone and language to diverse audiences.
     
  • Strong interpersonal skills with a customer-first mindset.
     
  • Proficiency in using social media management and monitoring tools (e.g Zoho).
     
  • Ability to manage high volumes of interactions calmly and efficiently.
     
  • Strong problem-solving skills and the ability to make quick, informed decisions.
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