Social Media support leadM. Lhuillier Financial Services

M. Lhuillier Philippines is a premier business in the industry of financial services with over 3,000 branches strategically located all over the Philippines servicing the Filipino people with their financial and jewelry needs.
 
As we grow even bigger, our company urgently seeks highly competent and dynamic professionals to assume the responsibilities of the following positions:
 
SOCIAL MEDIA SUPPORT LEAD
 
Job Summary
 
The Social Media Support Lead is responsible for overseeing all online customer engagement across the company's social media platforms. This role manages recruitment and orientation for ML Properties, ensures effective and timely communication with salespersons, brokers, customers, and maintains high-quality service standards. 
 
The Lead also supports team performance, documentation, and reporting to enhance overall social media operations.
 
Key Responsibilities
Recruitment & Onboarding
Conduct online orientation and training sessions for salespersons and real estate brokers.
Manage end-to-end recruitment processes, including screening, scheduling, and initial evaluations.
Prepare and maintain onboarding materials, guidelines, and training documentation.
Social Media Communication Management
Respond promptly and professionally to customer messages, comments, and inquiries across all social media channels.
Monitor inboxes, comments, mentions, and tags to ensure timely engagement and service-level compliance.
Escalate concerns or inquiries to the appropriate internal teams as needed.
Maintain consistent brand tone and communication standards.
Operations & Monitoring
Track daily inquiry volume and ensure response time standards are met.
Identify and flag trending topics, recurring issues, or customer concerns for leadership awareness.
Monitor relevant competitor or industry pages when required.
Documentation & Coordination
Maintain updated FAQs, canned responses, and internal resource materials.
Document new issues, resolutions, and process changes.
Coordinate with Marketing and other teams for announcements, promotions, and aligned messaging.
Team Leadership & Support
Assign tasks and message loads to support team members when applicable.
Provide coaching, feedback, and support to improve team performance.
Conduct regular refreshers or micro-trainings to ensure process consistency.
Reporting & Analytics
Prepare weekly and monthly reports on message volume, response rates, issue types, and customer sentiment.
Recommend process improvements based on data and performance insights.
Track recruitment progress, onboarding success, and team performance metrics.
Quality Assurance
Review team responses to ensure accuracy, professionalism, and adherence to brand guidelines.
Provide corrective measures and coaching as needed.
Ensure compliance with data privacy standards and company policies.
Qualifications
Experience in customer support, social media management, or a related field.
Strong communication and leadership skills.
Ability to work in a fast-paced, digitally driven environment.
Familiarity with social media platforms and customer engagement tools.