Customer Service & Social Media Specialist

Job Summary


We are seeking a proactive and versatile Customer Service & Social Media Manager to oversee guest communications, ensure client satisfaction, and manage our online presence across key platforms.
This role blends hospitality excellence with digital engagement, making it ideal for a professional who enjoys both client interaction and creative online storytelling.


Key Responsibilities

Customer Service & Guest Relations:


Respond promptly to guest inquiries via phone, WhatsApp, email, and online booking platforms.
Manage booking confirmations, check-in/check-out communication, and post-stay feedback.
Handle guest complaints or concerns with professionalism, ensuring swift resolution and guest satisfaction.
Maintain accurate booking records, payment confirmations, and guest reports.
Provide concierge-level support when needed (e.g., transport coordination, local recommendations).


Social Media Management & Content Creation:


Develop and execute monthly content calendars for platforms such as Instagram, Facebook, and TikTok.
Create engaging posts, reels, and stories showcasing the apartment features, guest experiences, and promotions.
Respond to comments, DMs, and online inquiries in a timely, professional manner.
Monitor analytics and performance metrics to optimize content and grow audience engagement.
Stay updated on social media trends and apply them to short-form content strategy.


Requirements


1–2 years of experience in customer service and/or social media management.
Strong communication skills (written and verbal).
Proficiency in Instagram, Facebook, and TikTok.
Basic content creation skills using tools like Canva, CapCut, or InShot.
Ability to work independently, manage time effectively, and handle multiple tasks.
Customer-focused mindset with a friendly and professional demeanor.