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Social Media Executive

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

  • 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 KNOWLEDGE, SKILLS & ABILITIES (KSA)

Required Qualification

  • Bachelor's Degree

Required Experience

  • 0–2 years of experience in customer service, preferably in a digital or social media environment

Required Skills

  • 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
APPLY
info@ird.global
16 Raffles Quay, #16-02, Hong Leong Building, Singapore 048581
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