Social Media Customer Service Specialist (Contract)

Job Title: Social Media Customer Service Specialist (Contract)
Position Type: Contract / Project-Based
Location: Remote, Malaysia (Following HK Time Zone and HK Public Holidays)

Role Overview
We are looking for a dedicated and tech-savvy Social Media Customer Service Specialist to support a new project. In this contract role, you will be the primary point of contact for our audience on a designated Facebook page. Your main goal will be to ensure a positive, responsive, and engaging experience for our community.

Because this project targets the Hong Kong market, a foundational understanding of written Chinese and Cantonese is required. However, we welcome modern, tech-forward candidates who can effectively leverage AI translation tools to assist with reading and interpreting Cantonese text accurately.

Key Responsibilities

• Monitor the brand's Facebook page daily, responding promptly and professionally to direct messages, comments, and customer inquiries.
• Read and comprehend written Chinese (Traditional) and written Cantonese, utilizing AI tools (like ChatGPT, DeepL, or Google Translate) when necessary to capture local slang, context, and nuances.
• Address customer complaints, answer product/service questions, and escalate complex issues to the project manager when appropriate.
• Ensure all responses align with the brand's tone of voice, maintaining a polite, empathetic, and helpful demeanor.
• Keep track of common customer questions, feedback, and recurring issues to share with the internal team.
• Use Microsoft Excel to keep track of common customer questions, feedback, and recurring issues for internal reporting.

Requirements & Qualifications

• Ability to read and understand written Chinese (Traditional characters).
• Ability to comprehend written Cantonese, either natively or with the proficient use of AI language tools.
• Open to learning and mastering new third-party software and tools used for inquiry management.
• Proficient in Microsoft Excel for data entry and tracking purposes.
• Familiarity with managing a Facebook Page, including navigating Meta Business Suite (responding to comments and DMs).
• Previous experience in customer service, community management, or social media moderation is highly preferred.
• Comfortable utilizing AI tools to bridge language gaps quickly and accurately without losing the human touch in your responses.
• Must be available to work during standard Hong Kong working days, adhering to the Hong Kong public holiday calendar.