Social Media Customer Support Specialist

Job Description

Position title: Social Media Customer Support Specialist Location: Manila, Philippines (Remote) Employment Type: Full-Time Salary: ₱40,000 per month About Dermadry Dermadry is a fast-growing Canadian medical device company headquartered in Montreal, Canada. We help improve the quality of life of thousands of people worldwide through innovative solutions for hyperhidrosis (excessive sweating). Position Summary The Social Media Customer Support Specialist is responsible for managing customer interactions across social media platforms and other communication channels, ensuring timely and effective responses to inquiries, comments, and direct messages. This role is crucial in maintaining a positive brand image, engaging with customers, and addressing concerns while upholding the company's customer service standards. By leveraging strong communication, problem-solving skills, and brand knowledge, the Social Media Customer Support Specialist enhances customer satisfaction, builds relationships, and contributes to the organization’s reputation and success. Key Responsibilities Social Media Handling (Primary Focus) Actively monitor, respond to, and engage with customers through direct messages, comments, and mentions on social media such as TikTok, Meta, X, Reddit, Quora, and Pinterest. Ensure all customer inquiries and concerns on social media are addressed promptly, professionally, and in line with brand guidelines. Escalate complex customer issues or sensitive cases to the appropriate teams, ensuring a seamless resolution. Coordinate with the Marketing Team to align messaging, tone, and content strategy. Monitor and report customer trends, feedback, and potential issues from social media interactions to improve support and marketing strategies. Identify opportunities for brand advocacy and community engagement to enhance customer relationships. Customer Support Responsibilities Respond to customer inquiries across multiple channels, including phone, live chat, and email on Zendesk. Provide accurate information about products, services, warranties, returns, and troubleshooting. Resolve customer complaints effectively while maintaining a positive experience. Maintain detailed records of customer interactions and feedback to improve service and products. Collaborate with internal teams to ensure efficient problem resolution and service consistency. Follow company policies and compliance regulations, ensuring confidentiality of customer information. Qualifications and Skills Exceptional English verbal and written communication skills to effectively communicate with customers from diverse backgrounds; Minimum 2 years of customer service experience, preferably in healthcare, insurance, or a related industry. At least 1 year of experience managing social media interactions, with a demonstrated ability to handle public communications effectively. Bachelor’s degree or equivalent professional experience (preferably in any health care or a related field); Proficient in corporate productivity tools, including ticketing systems, Google Docs Editors suite, and CRM applications, with Zendesk experience being a plus. Additionally, familiarity with social media management tools like Reddit and Meta Business Suite is highly beneficial. Demonstrate ability to handle challenging situations and knowledge of customer service best practices; Flexible scheduling to meet the needs of the business, including evening and weekend shifts Proficiency in French is highly desirable for this position but not required. With a minimum typing speed of 40-60 words per minute; Technical Requirements Own a computer, extra screen, and headset. Stable internet connection (minimum 25-50 Mbps). Backup hardware setup and backup internet connection Standard Working Schedule Monday to Friday, 9:00 AM to 5:30 PM EST. Possibility of weekend work, depending on engagement needs. The training period is 1 month to ensure full proficiency in both customer support and social media handling. Dermadry reserves the right to change the shift coverage due to business needs. Pay: From Php40,000.00 per month Benefits Company Christmas gift Company events Pay raise Work from home Application Question(s): Where are you currently residing? Language: English (Required) Work Location: Remote