Social Media Customer Service Representative

Summary

Join KITSCH, a global accessory brand, as a Social Media Customer Service Representative! Based in the Philippines, this full-time, remote position requires 2-3 years of social media community management and customer service experience. You will respond to customer inquiries across various social media platforms, troubleshoot issues, provide product recommendations, and escalate complex problems. The ideal candidate possesses strong problem-solving, communication, and customer-oriented skills, along with experience using social media management software. KITSCH offers a dynamic team environment, opportunities for growth, and a commitment to fostering a supportive and inclusive workplace.

Requirements

• Education High-School Diploma or equivalent
• Experience 2-3 years of Social Media Community Management
• 2-3 years of experience in Customer Service
• Track-Record of Resolving Complex Customer Issues
• Social Media Management Software (Emplifi, Agorapulse, Hootsuite…)
• Customer Service Software & Tools

Responsibilities

• Respond to and resolve Customer outreach through Direct Messages and Social Media comments on Facebook, Instagram, TikTok and other Social Media Channels
• Troubleshoot and resolve complex Customer issues, including but not limited to Shipping Delays, Product Defects, Missing Packages, and Payment Issues
• Provide personalized Product recommendations based on Customer needs and preferences
• Escalate unresolved issues to the appropriate Departments and follow up until resolution
• Work closely with other Social Media Representatives and Customer Service Representatives to provide Mentorship and Guidance
• Maintain in-depth knowledge of our Product Offerings, Promotions, and Policies

Preferred Qualifications

• College Degree
• Background: Beauty or Retail Industry
• Shopify & Connected Apps
• Empathy
• Problem-Solving Skills
• Customer-Oriented Skills
• Communication Skills

Benefits

• A dynamic team
• An open mind for new ideas
• Growth… growth and some more growth!
• Remote Job