SOCIAL MEDIA SUPPORT SPECIALIST JOB AT ZHULI RECRUITERS | SOCIAL MEDIA SUPPORT JOBS IN LAGOS

About Company:

Zhuli Recruiters is a recruitment firm that is committed to serving start-ups

Job Description:

Omnichannel Engagement & Support

• Active Monitoring: Monitor and respond to customer inquiries and comments across all platforms, including Facebook, Instagram, X (Twitter), TikTok, and LinkedIn.

• Problem Resolution: Provide clear, professional, and solution-oriented responses to ensure 100% customer satisfaction.

• Brand Voice: Represent the company consistently by maintaining a polished, helpful, and positive tone in all public and private interactions.

Lead Generation & Sales Integration

• Proactive Engagement: Identify potential customers from social media conversations and guide them through the initial stages of the sales journey.

• Team Collaboration: Seamlessly hand over qualified leads to the Sales and Customer Experience teams to ensure no opportunity is missed.

• Escalation Management: Maintain detailed records of interactions and escalate complex technical or billing issues to the appropriate departments.

Insights & Data Management

• Trend Tracking: Monitor recurring customer feedback, complaints, and industry trends to provide actionable insights for product or service improvement.

• CRM Utilization: Record and manage customer interactions using CRM and support tools (e.g., Zendesk, Ameyo) to ensure a single source of truth for customer history.

Requirements:

• Customer Centricity: A deep-seated passion for helping people and excellent listening skills.

• Multitasking: Ability to manage high volumes of messages across multiple platforms simultaneously without losing quality.

• Solution-Oriented: A proactive mindset that focuses on solving problems rather than just identifying them.

Qualifications and Skills:

• Education: Bachelor’s Degree or HND in Marketing, Communications, Business Administration, or a related field.

• Experience: Minimum of 2 years of professional experience in a customer service role that involved significant social media engagement.

• Tech Stack: Proficiency in CRM or customer support platforms (e.g., Zendesk, Freshdesk, Ameyo) and social media management tools.

• Language Proficiency: Strong written and verbal English skills. Bilingualism (English & Yoruba) is highly advantageous.

Salary

Application Closing Date: Not specified

Application Instructions:

Click the link below to apply