Active Hiring

Social Media Content Moderator

Summary

SUMMARY

The successful applicant will act as the main link between Client’s 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 position will interact with customers on behalf of the organisation and be the voice of the
business to help maintain high levels of customer satisfaction.
Another purpose of the role is to provide accurate and timely information to all customers
Convert disgruntled customers into brand champions and ultimately improve their
overall Client’s experience.

Type: Full-time
Level: Mid Level
Salary: Confidential
Date Posted: 15-09-2022

Responsibilities

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

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

Why Diversify?

Since 2012, Diversify has created a culture where its people come first. With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila. You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.

Position Overview

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