Social Media Representative

About the role

Rosabella is looking for a Social Media Representative to join its Customer Service team. In this role you will monitor and respond to public comments on the brand’s social channels, ensuring every interaction is timely, accurate, and aligned with the company’s voice.

Key responsibilities

• Monitor and reply to comments on Instagram, Facebook, and TikTok posts, meeting response‑time and resolution targets.
• Resolve straightforward questions directly and flag sensitive, negative, or high‑visibility comments to the Social Media Team Lead.
• Use macros and SOPs as a base, personalising responses to sound genuinely helpful.
• Document all comment interactions and escalations in the Richpanel help‑desk system.
• Identify recurring issues or trends and report them to the Team Lead for root‑cause analysis.
• Participate in coaching sessions and team meetings with camera on, applying feedback to improve response quality.

Required profile

• Prior customer‑service experience, preferably handling public‑facing written channels.
• Strong written English with a clear, professional, and warm tone.
• Comfortable responding to public comments, including occasional negative or difficult ones.
• Reliable backup device and internet connection, plus a working camera for coaching sessions.
• Ability to work assigned shifts, with rest days based on coverage needs.

Required skills

• Richpanel (or comparable help‑desk/social inbox platform).
• Familiarity with Instagram comment management.
• Familiarity with Facebook comment management.
• Familiarity with TikTok comment management.