Customer Service Specialist (Facebook Community Manager)
New
O
OptiNizersE-commerce
Philippines, 9AM-6PM PSTContract
Salary not disclosed
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Job Details
- Languages
- Excellent written English communication skills
- Required Skills
- ShopifyCustomer serviceZendesk
Requirements
- Previous experience in customer service or customer support, preferably for an e-commerce or online brand.
- Experience managing customer accounts, orders, or subscriptions.
- Experience managing or moderating a Facebook group or online community.
- Excellent written English communication skills.
- Strong attention to detail and organization.
- Ability to work independently and manage multiple conversations at once.
- Availability to work full-time, 6 days a week.
- Familiarity with Shopify, Recharge, Gorgias, or Zendesk is preferred.
- Comfort using Meta Business Suite is preferred.
Responsibilities
- Respond promptly and professionally to customer emails, social media chats, and direct messages.
- Answer questions about products, orders, shipping, and returns.
- Handle complaints and escalations, find resolutions, and maintain consistent response times and brand voice.
- Process subscription requests, update customer accounts, and manage order changes.
- Process refunds, replacements, and billing adjustments, and keep customer records up to date.
- Monitor and respond to comments, posts, and messages in the brand’s Facebook community.
- Encourage engagement, moderate discussions, remove spam, and handle negative comments professionally.
- Track customer issues and trends, flag recurring problems, and share feedback with the team.
- Help improve support templates, FAQs, and internal processes.
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