Social Media & Customer Engagement Executive (Mandarin-Speaking)

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