Social Media Moderator

Role Overview As a Social Media Moderator & Customer Engagement Specialist, you are the primary voice of our brand across all digital platforms. This role goes beyond simple "commenting"—you are responsible for managing the entire customer journey, from the first greeting on TikTok to scheduling physical visits and ensuring long-term customer success. You will blend community management, real-time chat support, and administrative coordination to provide a seamless experience for our audience.Key Responsibilities1. Omnichannel EngagementActive Monitoring: Monitor and reply to comments and mentions across Instagram, TikTok, and Facebook to maintain a positive brand image.Real-time Chat: Manage high-volume inquiries via WhatsApp, Messenger, and Direct Messages (DMs), providing instant assistance and building rapport.Voice Support: Handle inbound/outbound phone calls when a personal touch or complex explanation is required to resolve a customer issue.2. Lead Management & SchedulingVisit Coordination: Convert inquiries into action by scheduling visits or appointments and managing the digital calendar.Follow-up Mastery: Conduct proactive follow-ups with potential leads who expressed interest but haven't committed, ensuring no customer falls through the cracks.3. Customer Support & SuccessInformation Hub: Act as a human "knowledge base," providing customers with detailed product/service info, pricing, and FAQs.Ticket Management: Process and resolve customer support tickets using our internal systems, ensuring all issues are closed within the designated SLA (Service Level Agreement).Success Advocacy: Reach out to existing customers to ensure they are satisfied with their experience, gathering feedback to improve our services. Job RequirementsTechnical SkillsPlatform Expertise: High proficiency in Meta Business Suite, WhatsApp Business, TikTok, and Instagram engagement tools.CRM & Tools: Experience using ticketing systems (e.g., Zendesk, Freshdesk) and digital calendars/scheduling software.Communication: Exceptional written and verbal communication skills with the ability to adapt tone to match different platforms (e.g., professional on email, trendy/energetic on TikTok).Professional QualitiesThe "Speed" Factor: Ability to multitask and respond quickly in a fast-paced digital environment.Problem-Solving: A natural inclination to help people and find solutions to customer complaints or roadblocks.Organization: Strong attention to detail, especially when scheduling appointments and logging customer data.Empathy: The ability to remain calm and helpful, even when dealing with difficult customers or negative comments.Experience & EducationProven experience as a Social Media Moderator, Customer Support Representative, or similar digital role.Experience in lead generation or sales-focused moderation is a significant plus.