Customer Service Specialist

hace 6 horas

Medellín, Antioquia, Colombia Digital A tiempo completo

We are seeking a dependable and customer-focused
Social Media Customer Service Associate
to manage inbound customer inquiries, issue resolution, and sentiment across our social media platforms for a global audience.

This role operates on
Pacific Standard Time (PST)
, and candidates must be willing and able to work in this US time zone. The position is primarily focused on real-time support, efficient triage, and protecting brand trust.

Requirements
RESPONSIBILITIES

  • Respond to customer comments and direct messages across social media platforms in a timely, professional manner
  • Provide clear, empathetic support for account, payment, verification, and general service-related inquiries
  • Monitor social channels for urgent issues, complaints, or misinformation, and escalate as needed
  • Triage and prioritise incoming queries based on urgency, impact, and potential risk
  • Maintain brand-safe, compliance-aware communication at all times
  • Collaborate closely with Support, Marketing, and Regional teams to ensure consistent and aligned responses

REQUIREMENTS

  • Previous experience in social media, community management, or digital customer service
  • Strong written English communication skills
  • Preferably with experience supporting US-based or global brands preferred
  • High attention to detail, strong judgement, and ability to remain calm under pressure
  • Familiarity with social management and customer support tools (e.g., Sprout, Hootsuite, Zendesk, Intercom, or similar) is a plus

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