Social Media Customer Service Specialist

Job Description
We are looking for a detail-oriented, communicative, and socially savvy Customer Service Specialist to manage and respond to customer inquiries on Xiaohongshu and Meta platforms (Facebook, Instagram, etc.), maintain brand image, and enhance user satisfaction. You will serve as the bridge between the brand and its users, providing timely and professional interactions to help resolve issues and communicate brand value.

Key Responsibilities
Multi‑Platform Inquiry Management:

Promptly respond to private messages, comments, and inquiries on Xiaohongshu and Meta platforms, ensuring response efficiency and service professionalism.

Track and handle user feedback, complaints, and suggestions, coordinating with internal teams to drive issue resolution.

User Relationship Maintenance:

Foster brand affinity and loyalty through friendly, personalized interactions.

Proactively follow up with high‑value users or potential customers to assist conversion or provide dedicated support.

Content Collaboration & Feedback:

Collect frequent user questions, trending topics, and needs to provide optimization suggestions to the content team.

Support the operations team in monitoring public sentiment and promptly reporting emerging situations or negative information.

Data & Reporting:

Record inquiry types, user feedback, and resolution status, regularly producing service reports.

Analyze data to propose process improvements and enhance service efficiency.