Customer Service Representative – Social Media
Department: Customer Service / Operations
Reports To: Customer Service Manager / Operations Manager
Employment Type: Full-Time / REMOTE
Position Summary
ET Transport Group is seeking a customer-focused and professional Customer Service Representative to manage customer inquiries and interactions across the company's social media platforms. The successful candidate will be responsible for monitoring incoming messages, responding to comments, addressing customer questions, and ensuring timely, courteous, and accurate communication with customers and the public.
This role requires excellent written communication skills, attention to detail, a professional online presence, and the ability to represent the company positively across various digital channels.
Key Responsibilities
Social Media Customer Service
Monitor the company's social media platforms, including Facebook, Instagram, LinkedIn, and other applicable channels, for incoming messages, comments, questions, and customer feedback.
Respond promptly and professionally to customer inquiries received through social media direct messages, public comments, and other digital communication channels.
Provide accurate information regarding company services, transportation solutions, delivery inquiries, and general business operations.
Acknowledge customer comments, respond to feedback, and maintain a positive and professional tone in all online interactions.
Identify customer complaints, concerns, and service issues and coordinate with the appropriate internal departments to obtain resolutions.
Escalate complex, sensitive, or unresolved matters to management when necessary.
Follow established communication guidelines and ensure responses align with the company's brand, policies, and customer service standards.
Monitor public comments for potential reputational concerns and notify management of issues requiring attention.
Maintain confidentiality and avoid sharing sensitive customer, shipment, employee, or company information through public channels.
Qualifications and Requirements
Previous experience in customer service, social media management, online community support, or a similar role is preferred.
Excellent written English communication skills, including spelling, grammar, and professional business writing.
Strong interpersonal skills and the ability to communicate courteously with customers in a public online environment
Familiarity with social media platforms, including Facebook, Instagram, and LinkedIn.
Ability to manage multiple inquiries simultaneously while maintaining accuracy and professionalism.
Strong organizational skills, attention to detail, and effective time management.
Ability to handle customer complaints calmly and professionally.
Proficiency in Microsoft Office, email, and basic computer applications.
Ability to work independently and collaborate effectively with internal departments.
Key Competencies
Customer-focused approach
Professional written communication
Problem-solving and conflict resolution
Attention to detail
Responsiveness and accountability
Time management and multitasking
Sound judgment when handling public comments and sensitive issues
Ability to maintain a positive company image online
Performance Expectations
Performance will be evaluated based on:
Timeliness and quality of responses to customer inquiries.
Professionalism and accuracy of public comments and private messages.
Effective tracking and resolution of customer concerns.
Compliance with company communication and confidentiality policies.
Customer satisfaction and quality of online engagement.
Consistency in monitoring assigned social media channels.
