Social Media Monitoring & Response Specialist

📌 Core Information 🔹 Job Title: Social Media Monitoring & Response Specialist 🔹 Company: eFLEXervices, Inc. 🔹 Location: Philippines (Remote) 🔹 Job Type: Full-Time 🔹 Category: Marketing & Communications 🔹 Date Posted: July 11, 2025 🚀 Job Overview Key aspects of this role include: - Monitoring multiple social media channels for brand mentions and customer feedback - Responding promptly and appropriately to comments, messages, and reviews - Flagging potential PR risks or crisis situations to internal stakeholders - Tracking and reporting on sentiment trends, recurring questions, and audience engagement - Collaborating with cross-functional teams to maintain a unified brand voice and response strategy - Contributing to FAQs and internal response guides to ensure consistency and efficiency ASSUMPTION: This role requires a proactive, detail-oriented individual with strong written communication skills and experience using social media engagement tools. 📋 Key Responsibilities ✅ Monitor multiple social media channels (e.g., X, Facebook, Instagram, TikTok, LinkedIn) for brand mentions, customer feedback, and emerging trends ✅ Respond promptly and appropriately to comments, messages, reviews, and questions, escalating complex issues as needed ✅ Flag potential PR risks or crisis situations to internal stakeholders with context and recommendations ✅ Track and report on sentiment trends, recurring questions, and audience engagement ✅ Collaborate with Customer Service, PR, and Marketing teams to maintain a unified brand voice and response strategy ✅ Contribute to FAQs and internal response guides to ensure consistency and efficiency ✅ Stay current with social platform updates, tools, and best social listening and response practices ASSUMPTION: The successful candidate will have experience in social media monitoring, community management, customer support, or digital communications, with a strong focus on written communication and empathy. 🎯 Required Qualifications Education: Bachelor's degree in Communications, Marketing, Public Relations, or a related field Experience: - 1-3 years of experience in social media monitoring, community management, customer support, or digital communications - Experience using social listening and engagement tools (e.g., Sprinklr, Hootsuite, Sprout Social, Brandwatch, or similar) - Experience with social media management Required Skills: - Strong written communication skills with a sharp attention to tone, empathy, and clarity - Good oral and written communication skills, with the ability to speak clearly and persuasively in both positive and negative situations - Ability to stay calm and professional in high-pressure or sensitive situations - A proactive, solution-focused mindset with strong time management skills - Excellent ability to communicate, extremely detail-oriented - Ability to collaborate effectively with cross-functional teams Preferred Skills: - Multilingual capabilities - Experience in crisis communication or reputation management - Familiarity with social media analytics and reporting ASSUMPTION: Candidates should have a Bachelor's degree in a related field and 1-3 years of relevant experience. Strong written and oral communication skills, along with experience using social media engagement tools, are essential. 💰 Compensation & Benefits Salary Range: PHP 35,000 - 50,000 per month (industry standard for 1-3 years of experience in the Philippines) Benefits: - Competitive Compensation - Flexible Work Options (permanent work-from-home for those outside Baguio City, hybrid work model for those within Baguio) - Wellness Matters (flexible vacation and sick leaves) - Pathways to Success (growth opportunities and career development) Working Hours: 40 hours per week ASSUMPTION: The salary range is based on industry standards for similar roles in the Philippines. The benefits package is competitive and focuses on work-life balance and employee well-being. 📌 Applicant Insights 🔍 Company Context Industry: Business Process Outsourcing (BPO) Company Size: Medium (250-999 employees) Founded: 1997 Company Description: eFLEXervices is a BPO company with a legacy spanning 23 years. They provide exceptional quality and build unshakable trust with their clients. At eFlex, they're not just a BPO company - they're your partners in success. Their approach is all about finding the perfect match between talent and the organizations they support. They're not just investing in their work; they're investing in people, optimizing performance, and maximizing efficiency. They are all about exceptional quality and unwavering trust. Company Specialties: Customer Service, Back Office, Finance & Accounting, HR & Recruitment, IT & Technical Support, Sales & Marketing Company Website: eflexervices.com ASSUMPTION: eFLEXervices is a well-established BPO company with a strong focus on quality and customer satisfaction. They offer a range of services and have a proven track record in the industry. 📊 Role Analysis Career Level: Mid-level (2-5 years of experience) Reporting Structure: This role reports directly to the Digital Communications Manager Work Arrangement: Hybrid (permanent work-from-home for those outside Baguio City, hybrid work model for those within Baguio) Growth Opportunities: - Potential career progression to Senior Social Media Specialist or similar roles - Opportunities to expand skills and take on additional responsibilities as the company grows ASSUMPTION: This role offers opportunities for career growth and development within the digital communications team. 🌍 Location & Work Environment Office Type: Hybrid (permanent work-from-home for those outside Baguio City, hybrid work model for those within Baguio) Office Location(s): Baguio City, Philippines Geographic Context: Baguio City is located in the Cordillera Administrative Region of the Philippines, known for its cool climate and scenic views. It is a popular tourist destination and offers a high quality of life with a lower cost of living compared to major cities like Manila. Work Schedule: Flexible hours with a focus on work-life balance ASSUMPTION: The hybrid work arrangement allows for flexibility and a better work-life balance, especially for those living outside Baguio City. 💼 Interview & Application Insights Typical Process: 1. Online application submission 2. Phone or video screening 3. In-depth interview with the Digital Communications Manager and/or other team members 4. Final interview with the Head of Digital Communications or another senior leader Key Assessment Areas: - Written communication skills and tone - Empathy and understanding of customer needs - Problem-solving skills and ability to handle high-pressure situations - Knowledge of social media platforms and tools Application Tips: - Tailor your resume and cover letter to highlight relevant experience and skills for this role - Showcase your understanding of the company and the industry - Prepare examples of your social media monitoring and response experience - Be ready to discuss your approach to handling difficult customers or crisis situations ATS Keywords: Social Media Monitoring, Customer Support, Digital Communications, Written Communication, Empathy, Crisis Communication, Social Listening, Engagement Tools, Time Management, Collaboration, Detail-Oriented, Proactive Mindset ASSUMPTION: The interview process will focus on assessing your communication skills, problem-solving abilities, and cultural fit with the company. 🛠️ Tools & Technologies - Social media platforms (X, Facebook, Instagram, TikTok, LinkedIn) - Social listening and engagement tools (Sprinklr, Hootsuite, Sprout Social, Brandwatch, or similar) - Project management and collaboration tools (Asana, Trello, Microsoft Teams, etc.) ASSUMPTION: The successful candidate will have experience using social media engagement tools and be comfortable learning new tools as needed. 👔 Cultural Fit Considerations Company Values: eFLEXervices values include: - Integrity: Upholding honesty and ethical standards in all actions - Excellence: Striving for continuous improvement and outstanding performance - Collaboration: Working together to achieve common goals and shared success - Accountability: Taking ownership and responsibility for one's actions and decisions - Empowerment: Encouraging initiative, creativity, and personal growth Work Style: eFLEXervices fosters a dynamic, collaborative work environment that values: - Proactivity and initiative - Strong communication and teamwork skills - Adaptability and a willingness to learn - A positive attitude and commitment to customer satisfaction Self-Assessment Questions: - How do you align with eFLEXervices' core values, and can you provide an example of when you demonstrated each value? - Describe a time when you had to handle a difficult customer or crisis situation. How did you approach it, and what was the outcome? - How do you prioritize your work and manage your time effectively, especially when working remotely? ASSUMPTION: eFLEXervices values a strong cultural fit with their employees, emphasizing integrity, excellence, collaboration, accountability, and empowerment. ⚠️ Potential Challenges - Managing multiple social media channels and high volumes of customer interactions - Handling difficult customers or crisis situations while maintaining a professional and empathetic tone - Balancing work-life responsibilities in a hybrid or remote work environment - Adapting to changes in social media platforms, tools, and best practices ASSUMPTION: These challenges require strong communication skills, adaptability, and time management skills to succeed in this role. 📈 Similar Roles Comparison - Social Media Manager: Focuses more on content creation and strategy, while this role emphasizes monitoring and response - Community Manager: Oversees online communities and brand advocacy, whereas this role concentrates on customer support and issue resolution - Customer Service Representative: Handles customer inquiries and support, but may not have the same level of social media focus or strategic responsibilities ASSUMPTION: This role combines elements of social media management, community management, and customer service, with a unique focus on monitoring, response, and issue resolution. 📝 Sample Projects - Developing and implementing a social media crisis management plan - Creating and maintaining a comprehensive FAQ and response guide for common customer inquiries - Conducting a social media audit and providing data-driven recommendations for improvement - Collaborating with the marketing team to create targeted social media campaigns and promotions ASSUMPTION: These sample projects demonstrate the range of responsibilities and initiatives that the successful candidate might undertake in this role. ❓ Key Questions to Ask During Interview - What are the most challenging aspects of this role, and how can I best prepare for them? - How does this role fit into the broader digital communications strategy, and what are the key priorities for the first 90 days? - What are the most important qualities and skills you're looking for in a candidate for this role? - How does eFLEXervices support the professional development and growth of its employees? - What are the biggest opportunities and challenges facing the digital communications team in the next 1-2 years? ASSUMPTION: These questions help you better understand the role, the team, and the company's growth prospects, allowing you to make an informed decision about the opportunity. 📌 Next Steps for Applicants To apply for this position: - Submit your application through this link - Tailor your resume and cover letter to highlight relevant experience and skills for this role - Prepare examples of your social media monitoring and response experience - Be ready to discuss your approach to handling difficult customers or crisis situations - Follow up with the hiring manager one week after your interview, expressing your continued interest in the role ⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.