Job Overview
The Social Media Engagement Coordinator will be responsible for managing interactions and fostering relationships with the audience on social media platforms. This role involves responding to comments, messages, and mentions, monitoring conversations, and proactively engaging with followers to enhance brand loyalty and reputation.
Responsibilities
- Monitor, engage, escalate all customer service-related inquires.
- Engage with followers, respond to comments and messages, and foster meaningful interactions to build a loyal and active community.
- Provide communication support during service delays/disruptions, emergencies, etc.
- Capture and summarize audience engagement behavior.
- Provide updates to social media team and brand leadership on changes in audience behavior indicating rising issues/hot topics.
- Contribute to ideation of social media content calendar and post topics.
Qualifications
- Must be amenable to work in the night shift and on-site in Cabanatuan City, Nueva Ecija.
- Bachelor's degree in Marketing, Communications, or a related field is preferred.
- At least 2-3 years experience in the field of social media engagement.
- Excellent interpersonal and customer service skills.
- Ability to handle and de-escalate negative feedback and comments professionally.
- Familiarity with social media, review monitoring and listening tools such as BirdEye, Better Business Bureau (BBB), Google, Facebook, Glassdoor, Yelp, etc.
- Proficiency with AI Tech is a plus, such as ChatGPT and more.
- Strong problem-solving skills and attention to detail.
- Empathy and a genuine interest in understanding and addressing customer concerns.
- Experience in community management or customer support roles is advantageous.
