Social Media Content Moderator

SUMMARY

The successful applicant will act as the main link between Client’s customers and thenetwork of franchisees and management.The position will field enquiries and resolve customer concerns, emails, posts on forums andwebsites, plus manage enquiries and complaints on all social media (including Facebook andTwitter).The position will interact with customers on behalf of the organisation and be the voice of thebusiness to help maintain high levels of customer satisfaction.Another purpose of the role is to provide accurate and timely information to all customersConvert disgruntled customers into brand champions and ultimately improve theiroverall Client’s experience.

RESPONSIBILITIES

• 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 Client
  and bringing these to the attention of management
• Respond to questions and complaints with 30 minutes of the original post
• The below is a description of some of the activities that the successful applicant would complete
  during a social media shift.
  
  • Monitor Facebook
  • Reply to every person that has posted a comment
  • Read threads and reply to any comment that asks a question or raises an issue
  • Try to thank people who post positive feedback
  • 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 that is regularly posting porn
    (remember that many links to porn are posted from accounts that have been hacked, so be
    careful when blocking people)
  • Facebook – Check spam removed by Facebook (edit page >use activity log>posts and apps>
    spam)
  • Direct any potential issues to relevant teams for conflict resolution.
  • Respond to emails for You Tube and Blogs
  • Monitor Twitter activity – ½ hour response time Try to reply to every post
  • Direct people to email problems to relevant teams.
  • Monitor Feedback emails and respond to customer and franchisee
    emails
  • Maintain and update the shared WIP document

QUALIFICATIONS

• Solid communication skills 
  
  • Spelling
  • Grammar
• Strong time management skills
• Conflict resolution skills to respond to complaints effectively
• Previous experience working in the QSR respond to complaints effectively industry or in a similar role will be highly regarded
• Strong customer service skills
• Social media skillset
  
  • Experience with social media channels including Twitter, Facebook and Youtube and the ability to engage with audiences
    through these channels
• The ability to work autonomously

SKILLS

• Skills in social media
• Knowledge of email
• Typing skills
• Conflict resolution skills

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.