Social Media / Customer Service Manager

Job title : Social Media / Customer Service Manager

Job Summary

• We are seeking a Social Media & Customer Service Manager to manage the company’s social media presence, WhatsApp Business, customer enquiries, and day-to-day client communication.
• The ideal candidate should be creative, organised, customer-focused, and an excellent communicator, with the ability to engage customers professionally, manage orders and follow-ups, create engaging content, and represent the brand positively across digital platforms.

Key Responsibilities
Social Media Management:

• Manage and maintain the company’s social media platforms and online presence.
• Create, schedule and publish engaging content that aligns with the brand’s identity and target audience.
• Respond to comments, direct messages, mentions and other customer interactions across social media platforms.
• Monitor social media trends and identify opportunities to increase engagement, reach and brand visibility.
• Develop content ideas around health, wellness, supplements, products, customer education and promotions.
• Monitor audience engagement and provide regular updates on social media performance.

Content Creation & Brand Promotion:

• Create engaging photo, video and short-form content for social media platforms.
• Participate in occasional physical content shoots and brand activities
• Develop creative content concepts that showcase the company’s products and communicate their value effectively.
• Ensure all content published maintains the company’s brand image and communication standards.

Customer Service & WhatsApp Management:

• Manage the company’s WhatsApp Business account and respond promptly to customer enquiries.
• Provide accurate and professional information about products, availability, pricing, delivery and ordering processes.
• Handle customer questions, complaints and concerns professionally and ensure appropriate resolution.
• Follow up with customers regarding enquiries, abandoned orders, pending payments and completed purchases.
• Build positive customer relationships and encourage repeat purchases through excellent service.

Orders, Sales & Customer Follow-Up:

• Receive and process customer orders through WhatsApp and social media channels.
• Coordinate with relevant team members to ensure orders are properly processed and delivered.
• Identify sales opportunities during customer interactions and recommend suitable products where appropriate.
• Maintain accurate records of customer enquiries, orders and follow-ups.

Reporting & Administration:

• Track customer enquiries, orders, complaints and follow-ups.
• Monitor social media engagement and customer response patterns.
• Provide regular reports on social media activities, customer feedback and notable issues.
• Keep customer information and communication records organised and up to date.
• Gather customer feedback and communicate recurring concerns or suggestions to management.

Requirements & Qualification

• Minimum of OND in Marketing, Mass Communication, Business Administration, Public Relations, or a related field.
• Minimum of 3 years of relevant experience in social media management, customer service, digital marketing or a related role.
• Proven experience managing WhatsApp Business and handling customer enquiries.
• Strong social media management skills with a good understanding of platforms such as Instagram, TikTok, Facebook and WhatsApp.
• Experience in skincare, wellness, health supplements, beauty or consumer brands would be an added advantage.
• Experience handling orders, complaints and customer follow-ups is an added advantage.
• Strong content creation skills, including basic photography and video creation/editing.
• Creative, organised, proactive and customer-focused.