Social Media & Customer Engagement Executive (Mandarin-Speaking)
TypeFull-time job
LocationUnited States
Posted1 hour ago
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
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
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