About
WebFX is a globally recognized full-service digital marketing and revenue growth agency headquartered in the United States. With a team of over 700 professionals across multiple countries, WebFX helps businesses achieve sustainable growth through innovative marketing strategies, customer engagement solutions, and data-driven digital campaigns.
Recognized multiple times as a top workplace, WebFX is committed to employee development, long-term career growth, and fostering a collaborative remote work culture that empowers professionals worldwide.
Job Description
WebFX is seeking a dedicated and customer-focused Social Media Monitoring Specialist to join its international remote team. The successful candidate will be responsible for monitoring client social media channels, engaging with online audiences, responding to inquiries, and ensuring exceptional customer experiences across various digital platforms.
This is a full-time remote position requiring availability during standard business hours and offers opportunities for professional development, career progression, and long-term employment.
Key Responsibilities
- Monitor client social media accounts multiple times daily across various platforms.
- Respond to customer inquiries, comments, and direct messages professionally.
- Utilize social media management and monitoring tools to track audience engagement.
- Apply established procedures and critical thinking to resolve or escalate issues.
- Conduct research to provide accurate responses to customer questions.
- Collaborate with account managers on complex customer situations.
- Maintain and represent each client’s unique brand voice.
- Perform proactive outreach and engagement activities on social platforms.
- Update customer service documentation and standard operating procedures.
- Contribute to delivering outstanding customer experiences and brand reputation management.
Work Allocation
- 60% Social media customer care and audience engagement.
- 15% Customer service documentation and process updates.
- 15% Social media monitoring and proactive outreach.
- 10% Collaboration with account management teams.
Qualifications & Requirements
Educational Requirements
- Bachelor’s Degree, HND, or equivalent qualification preferred but not mandatory.
- Successful completion of pre-employment assessments.
Skills & Knowledge
- Excellent written and verbal English communication skills.
- Strong writing, grammar, and editing abilities.
- Solid understanding of social media platforms and online communities.
- Ability to present information clearly and professionally.
- Strong research, analytical, and problem-solving skills.
- Ability to work independently and manage multiple priorities effectively.
- Familiarity with customer service best practices.
Experience Requirements
- Minimum of 1 year experience in customer service, online support, or related roles.
- Experience handling customer interactions via phone, email, chat, or social media is preferred.
Personal Attributes
- Customer-focused mindset.
- Strong attention to detail.
- Excellent time-management and organizational skills.
- Ability to work collaboratively within a remote team environment.
- Self-motivated, dependable, and proactive.
- Passion for delivering high-quality service.
Technical Requirements
- Reliable high-speed internet connection.
- Smartphone with internet and social media capabilities.
- Ability to work remotely and maintain productivity from a home office environment.
How to Apply
Interested applicants should apply by clicking the APPLY NOW button