Online Community Moderator (Customer Support)

The Consumer Happiness Consultant is responsible for acting as the main link between customers and the network of franchisees and management. The position will field enquiries and resolve customer concerns, emails, posts on forums and websites, plus manage enquiries and complaints on all social media (including Facebook and Twitter). The role also requires interacting with customers on behalf of the organisation and become the voice of the business to help maintain high levels of customer satisfaction, and to providing accurate and timely information to all customers, ultimately converting disgruntled customers into brand champions by improving their overall customer experience.

• Social media monitoring across all platforms
• Responding to all enquiries and questions on the social media platforms
• Communicating with customers and franchisees
• Identifying any potential issues that may result in negative brand exposure for Domino’s Pizza and bringing these to the attention of management
• Respond to questions and complaints with 30 minutes of the original post
• Monitor the Facebook account and replying to every person that has posted a comment
• Remove any post that contains bad language, is considered racist, sexist or other offensive content
• Remove any link to external pages to protect users from viruses.
• Report any links to pornography to Facebook and block any user who regularly posts pornographic material
• Respond to emails for You Tube and Blogs, and monitor Twitter activity with a half-hour response time

• Bachelor’s degree in Marketing, Business Management, or any related course, preferred
• Experience with social media channels including Twitter, Facebook and YouTube and the ability to engage with audiences through these channels is an advantage
• Exceptional written and oral communication skills in required
• Previous experience in the customer service industry or in a similar role is an advantage
• Solid conflict resolution and customer service skills is an advantage
• Must be capable of working autonomously and must be able demonstrate initiative at work
• Must be willing to work in Makati – Ayala Avenue
• Must be willing to work on a mid-shift schedule
• Must be willing to work during the weekends

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.