Job Summary:

We are looking for a dynamic and proactive individual to manage our Instagram & Facebook accounts, handle customer queries, respond to messages and comments, collaborate with influencers, and ensure excellent customer relations via our website and social media platforms.

1. Social Media Management (Instagram & Facebook)

• Monitor and respond to DMs, comments, and inquiries promptly and professionally.
• Engage with followers, increase brand awareness, and maintain a strong online presence.
• Handle collaborations with influencers and brand partners—coordinate outreach, negotiate deals, and track performance.
• Address negative comments and feedback with a problem-solving approach.
• Coordinate with the marketing team to ensure consistent brand messaging and engagement strategies.
• Keep track of trending topics, hashtags, and content strategies to enhance reach and engagement.
• Manage giveaways, contests, and promotional campaigns effectively.

2. Customer Relations (Website & Social Media)

• Handle customer queries via website chat, email, and social media.
• Provide product recommendations, order updates, and issue resolutions to ensure a smooth customer experience.
• Coordinate with the operations team to handle returns, refunds, and complaints efficiently.
• Maintain a database of frequent queries and their resolutions for quick reference.
• Ensure customer satisfaction and retention through excellent communication and follow-ups.

3. Reporting & Improvement

• Track and report engagement metrics, response times, and customer satisfaction levels.
• Provide insights and suggestions to improve social media strategies and customer support processes.
• Stay updated with the latest social media trends and customer service tools.

Key Skills & Requirements:

• Strong written and verbal communication skills in English and Malayalam.
• Prefere Prior experience in social media handling, customer support, or influencer collaborations.
• Ability to multitask and manage time effectively.
• Familiarity with social media tools like Meta Business Suite, Hootsuite, or Buffer.
• Knowledge of customer service software like Zendesk, Freshdesk, or WhatsApp Business (preferred).
• A proactive, problem-solving mindset with attention to detail.