Fans & Customer Service Executive

Job Summary
The Fans & Customer Service Executive is responsible for managing online fan communities while handling customer inquiries and service matters. This role ensures high engagement with followers and delivers responsive, professional customer support across all communication channels.

Key Responsibilities

Community & Fan Management
. Manage and moderate fan communities across social media platforms (e.g., Facebook, Instagram, TikTok, Telegram, etc.).
. Plan and execute engagement activities, campaigns, and interactive content to increase follower growth and retention.
. Monitor online sentiment and respond to comments, messages, and feedback in a timely manner.
. Collaborate with marketing and content teams to align engagement strategies with brand campaigns.
. Track engagement metrics and prepare performance reports.

Customer Service
. Handle customer inquiries via phone, email, live chat, and social media professionally and promptly.
. Resolve complaints and provide solutions in accordance with company policies.
. Follow up on customer cases to ensure proper resolution and satisfaction.
. Maintain accurate records of customer interactions in the system.
. Coordinate with internal departments to resolve operational or service-related issues.

Job Requirements
. Diploma or Degree in Marketing, Communications, Business, or related fields.
. 1-3 years of experience in social media management, community management, or customer service preferred.
. Strong communication and interpersonal skills.
. Ability to multitask and manage both engagement and service responsibilities.
. Proactive, service-oriented, and detail-focused.

Key Competencies
. Community engagement and audience growth strategy
. Customer handling and service recovery
. Conflict resolution
. Data tracking and reporting
. Professional communication