SOCIAL MEDIA CUSTOMER SUPPORT EXECUTIVE
IRD Global
Date: 3 weeks ago
City: Karachi
Contract type: Full time
Job Description
Department
Communications
Reporting To
Communications Specialist
Grade
Officer
Employment Type
Full-Time (Contractual)
Location
Karachi, Pakistan
JOb Purpose
The incumbent will be responsible to deliver timely, empathetic, and accurate customer support across social media platforms, ensuring a positive and consistent brand experience.
Responsibilities
Required Qualification
Department
Communications
Reporting To
Communications Specialist
Grade
Officer
Employment Type
Full-Time (Contractual)
Location
Karachi, Pakistan
JOb Purpose
The incumbent will be responsible to deliver timely, empathetic, and accurate customer support across social media platforms, ensuring a positive and consistent brand experience.
Responsibilities
- Monitor and respond promptly to customer queries, comments, and complaints across social media platforms including Instagram, Facebook, X (Twitter), LinkedIn, and YouTube.
- Maintain a professional, empathetic, and brand-aligned tone in all interactions.
- Provide accurate and helpful information regarding products, services, orders, and company policies.
- Escalate complex, unresolved, or sensitive issues to the relevant teams.
- Track and log customer queries.
- Identify and categorize common customer concerns to support process improvements.
- Collaborate with marketing, operations, and customer service teams to resolve issues effectively.
- Monitor daily engagement and customer sentiment to inform team strategies.
- Report on recurring issues, customer feedback, and platform-specific trends.
- Stay updated on changes in social media platforms, industry trends, and evolving customer expectations.
Required Qualification
- Bachelor's Degree
- 0–2 years of experience in customer service, preferably in a digital or social media environment
- Excellent written communication skills in English
- Strong understanding of major social media platforms
- Ability to remain calm and professional in challenging situations
- Basic knowledge of customer service tools and CRM systems is a plus
- Willingness to work flexible hours, including weekends or holidays if needed
- Clear, empathetic, and brand-aligned messaging
- Ability to resolve or escalate issues efficiently
- Patient, solution-oriented approach to support
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