Job Summary:

The Social Media Agent is responsible for managing and responding to customer interactions across various social media platforms, including Facebook, Instagram, Google, and Yelp. This role requires a customer-focused, empathetic, and brand-aligned approach to handling inquiries, reviews, and comments while ensuring timely responses and issue resolution. The agent will help protect and enhance the brand's reputation by addressing both positive and negative feedback professionally and efficiently.

Key Responsibilities:

1. Respond in a timely manner to social media interactions, including:

• Facebook and Instagram direct messages and comments

• Google reviews

• Yelp reviews

1. Escalate unresolved cases or customer complaints to enhance satisfaction and mitigate potential damage to the company’s reputation. This involves internal escalations to stores and corporate leadership.

1. Advocate for our brand by promoting products and services through responses that drive traffic to stores and the company website.

1. Serve as a subject matter expert, representing our brand identity in all communications across social media platforms.

1. Any other task assigned

Required Skills & Qualifications:

• 1+ years of experience in customer service, social media management, or a related field.

• Advanced English level

• Strong written communication skills with a professional and empathetic tone.

• Familiarity with Sprout Social or similar social media management tools (preferred but not required).

• Ability to analyze customer feedback and identify key concerns.

• Strong problem-solving and escalation management skills.

• Ability to work in a fast-paced environment with quick response times.

• Strong attention to detail and adherence to brand SOPs and guidelines.