Social Media Customer Service Specialist (Contract)
职位标题：社交媒体客户服务专家 （合同）位置类型：合约/项目基础地点：远程，马来西亚 （HK 时间区和香港公众假日后）角色概述 我们正在寻找专门的技术熟练的社交媒体客服专家支持新项目的。在这个合同作用中，你将成为我们观众在指定的 Facebook 页面上的首要联系点。你的主要目标将是为我们的社区提供积极，响应性和吸引人的体验。因为该项目针对香港市场，需要基本理解书面汉语和堪敦文。然而，我们欢迎现代技术先进的候选人能够有效利用人工智能翻译工具来帮助精确阅读和解释堪敦文本。关键责任 · 每天监控品牌的 Facebook 页面，迅速和专业地响应直接消息，评论和客户询问。· 阅读并理解书面中文 （传统）和书面汉语，使用人工智能工具 （如 ChatGPT,DeepL 或 Google Translate）当必要时捕获当地语，背景和细微信息。·解决客户抱怨，回答产品/服务问题，并在适当情况下向项目经理升级复杂的问题。· 确保所有响应与品牌的语音保持一致，保持礼貌，同情和有帮助态度。· 追踪常见客户问题，反和经常性问题，以便与内部团队分享。· 使用微软 Excel 来跟踪常见用户问题，反？? 和经常性的问题进行内部报告。要求和资格。·阅读和理解书面汉语 （传统字符）. · 了解书面堪敦文的能力，无论是本地还是使用人工智能语言工具。· 开放学习和掌握新的第三方软件和工具用于查询管理。· 熟练使用微软 Excel 用于数据输入和跟踪目的。· 熟悉管理 Facebook 页面，包括导航 Meta Business Suite （响应评论和 DM）. · 在客户服务，社区管理或社交媒体中度过之前的经验是最喜欢的。· 使用人工智能工具来快速准确地弥合语言差距，而不用失去对答案的人类接触。·必须在香港标准工作日期间可工作，遵守香港法律。
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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.
Originally posted on Himalayas