Social Media Customer Service Representative

Job Summary:

We are seeking a proactive and customer-focused Social Media Customer Service Representative to manage our daily communication across social media platforms and WhatsApp. This role is the digital voice of our brand—responsible for promptly engaging with guests, answering inquiries, managing reservations, and ensuring a seamless and welcoming online experience.

Key Responsibilities:

• Respond promptly and professionally to direct messages, comments, and inquiries via WhatsApp, Instagram, Facebook, and other channels.
• Manage and confirm reservations or orders received through messaging platforms.
• Escalate guest concerns or special requests to the relevant team members (e.g., kitchen, floor staff, or manager).
• Maintain a consistent brand tone in all written communication.
• Monitor mentions and tags to engage with user-generated content and feedback.
• Track frequently asked questions and suggest updates to improve response efficiency.
• Provide daily summaries or reports on customer feedback, trending concerns, or notable interactions.
• Assist with basic content posting or promotions when needed.

Requirements:

• Strong written communication skills in English (bonus for additional languages).
• Experience with social media platforms and WhatsApp Business tools.
• Customer service experience in hospitality, food & beverage, or retail is a plus.
• Ability to multitask and remain calm under pressure.
• Tech-savvy and responsive; availability to work evenings/weekends if needed.
• Friendly, solution-oriented attitude with strong attention to detail.

Preferred Qualifications:

• Familiarity with restaurant operations or booking systems (e.g., ResDiary, OpenTable, etc.).
• Basic knowledge of social media trends and hospitality marketing.
• Previous experience using scheduling or CRM tools (e.g., Meta Business Suite, HubSpot, Zoho, etc.).

What We Offer:

• A dynamic and supportive work environment.
• Competitive pay and benefits.
• Opportunity to grow within the hospitality and digital marketing space.

Job Type: Full-time

Pay: ₦60,000.00 - ₦100,000.00 per month

Application Question(s):

• Worked in Hospitality environment?
• Have experience marketing to clients?

Experience:

• Customer Representative : 2 years (Preferred)

Language:

• Fluent English (Preferred)

Location:

• Lagos (Preferred)

Application Deadline: 05/08/2025