Social Media & Customer Engagement Executive (Mandarin-Speaking)

Key Responsibilities

1. Customer Enquiry Management & Lead Conversion

• Monitor Facebook, Instagram, and TikTok inboxes, comments, and customer enquiries throughout designated working hours.
• Respond to enquiries promptly and professionally, targeting a first-response time of 10–15 minutes.
• Understand customer needs and recommend suitable treatments, services, and promotions in line with company guidelines.
• Engage potential customers and guide them towards confirmed appointment bookings.
• Follow up with interested customers who have not yet confirmed their appointments.
• Coordinate with Singapore outlet teams to check appointment availability and confirm bookings.
• Maintain accurate records of enquiries, lead status, follow-ups, and booking outcomes.
• Escalate complaints, complex enquiries, and sensitive matters to the Singapore management team when necessary.

2. Social Media Content Creation & Management

• Manage and maintain content across Facebook, Instagram, and TikTok.
• Develop and maintain monthly social media content calendars.
• Design promotional graphics, carousel posts, and social media stories.
• Edit short-form videos, Instagram Reels, and TikTok content using materials provided by the Singapore team.
• Monitor social media trends and recommend relevant content ideas to improve engagement and brand visibility.

3. Marketing & Campaign Support

• Support social media promotions, marketing campaigns, and lead-generation initiatives.
• Create marketing visuals and write engaging captions, promotional copy, and advertising content.
• Monitor customer responses to promotions and share relevant insights with management.
• Recommend improvements to marketing messages, promotional activities, and lead-conversion strategies.

4. Reporting & Performance Improvement

• Track daily enquiries, customer follow-ups, lead status, and appointment bookings.
• Monitor response times, customer engagement, and lead-conversion performance.
• Prepare monthly reports on social media performance, customer engagement, and booking outcomes.
• Identify opportunities to improve customer service, content quality, engagement, and conversion rates.

Must-Have Requirements

• At least one year of relevant experience in customer engagement, online sales, social media management, or a related role.
• Fluency in both English and Mandarin Chinese, spoken and written, is compulsory.
• Ability to communicate confidently, professionally, and persuasively with customers in both languages.
• Proficiency in reading and writing Simplified Chinese, including responding to customer enquiries through social media messages.
• Experience handling customer enquiries and converting leads into confirmed appointments or sales.
• Strong customer service and sales skills, including the ability to understand customer needs, recommend suitable services, and handle objections.
• Excellent responsiveness and the ability to manage multiple customer conversations simultaneously.
• Experience managing business accounts on Facebook, Instagram, and TikTok.
• Proficiency in Canva and CapCut, or equivalent graphic design and video-editing tools.
• Ability to create engaging social media graphics, captions, and short-form videos.
• Strong organisational skills, initiative, and the ability to work independently in a remote environment.
• Reliable internet connection and a suitable work-from-home setup.

Preferred Qualifications

• Experience in the beauty, skincare, spa, wellness, or aesthetics industry.
• Experience in appointment scheduling, lead management, or online sales.
• Experience serving Singapore-based customers.
• Familiarity with Facebook and Instagram advertising campaigns.

Key Performance Expectations

• Maintain prompt and professional responses to customer enquiries during designated working hours, targeting a first-response time of 10–15 minutes.
• Follow up consistently with potential customers to maximise appointment bookings.
• Maintain accurate and up-to-date records of enquiries, leads, follow-ups, and booking outcomes.
• Create and publish approved social media content according to the agreed content calendar.
• Contribute proactive ideas to improve customer engagement, lead conversion, and marketing performance.

Originally posted on Himalayas