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Social Media Monitoring Specialist

2 months ago
Indonesia, Ghana, North America, United Kingdom, Ireland, Philippines, Kenya
Full-time
Entry Level
Customer Support
Customer and Technical Support
Google Analytics Instagram API SEO
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WebFX

WebFX

WebFX is a leading digital marketing agency that has been driving revenue for clients since 1996. With a team of over 400 experts, we offer a suite of services including web design, ecommerce solutions, digital marketing, and more. Our award-winning se...

Media
251-1K
Founded 2003
View All Jobs 7

Description

  • Provide customer care for client brands and build positive connections with their audiences across computer and mobile channels.
  • Monitor high-volume client social profiles 2-3 times daily.
  • Use native social network dashboards, inboxes, and third-party tools to track activity across platforms such as Facebook, Twitter, Instagram, LinkedIn, YouTube, Blogs, and Pinterest.
  • Use standard operating procedures, template responses, and independent judgment to resolve or escalate questions and concerns.
  • Research and use available data to answer audience comments and direct messages.
  • Collaborate with account managers to address unique inquiries and situations when needed.
  • Adopt and apply brand voice to engage audiences and reflect brand personality.
  • Independently research and analyze issues to determine the best response and approach.
  • Maintain 40 hours of remote availability per week during standard office hours and ensure reliable internet access.
  • Update and improve customer service standard operating procedures and responses as needed.

Requirements

  • At least 1 year of experience in phone or online customer service.
  • A bachelor’s degree is preferred but not required.
  • Fluent written and verbal English; resume or CV must be submitted in English.
  • Strong writing, grammar, and logical communication skills with a keen eye for detail.
  • Solid understanding of the internet and social media.
  • Must have high-speed internet and a smartphone with WiFi capabilities for business use.
  • Ability to work 40 hours per week during the required overlapping office hours for the assigned region.
  • Ability to work independently, manage time well, meet deadlines consistently, and handle multiple projects in a high-concurrency environment.
  • Customer service experience with a long-term interest in a customer service career.
  • Pre-employment testing is required.
  • Up-to-date knowledge of web technologies is preferred.

Benefits

  • Competitive base pay with compensation negotiable based on experience.
  • Company profit-sharing.
  • Performance bonuses and annual merit-based compensation increases.
  • Health insurance, including dental, vision, and remote doctor access.
  • World-class training and ongoing career development, including bootcamp training and access to online courses.
  • Merit-based promotional opportunities with clearly defined progression paths.
  • Work-from-home setup with a fully equipped in-home office package.
  • Virtual professional development opportunities, team-building events, and an annual all-expenses-paid FXFest trip for eligible international team members.

Interested in this position?

Apply directly on the company website

Apply Now

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