Customer Support & Social Media Manager at Elvaridah

Reports To: Operations Manager / Managing Director
Industry: Shortlet / Real Estate

Job Summary

• We are seeking a dynamic and customer-focused Customer Support & Social Media Manager to manage client interactions, oversee guest communication, and drive engagement across our digital platforms.
• The ideal candidate will have a strong understanding of hospitality or real estate operations, excellent communication skills, and the creativity to build and maintain a compelling online presence for our brand.

Key Responsibilities
Customer Support:

• Respond to client inquiries via phone, email, WhatsApp, and social media channels in a timely and professional manner.
• Handle guest bookings, cancellations, check-in/check-out coordination, and post-stay feedback.
• Resolve customer complaints or issues promptly and escalate complex cases when necessary.
• Maintain updated records of guest interactions, transactions, and service requests.
• Collaborate with operations and housekeeping teams to ensure seamless guest experiences.
• Follow up with clients post-stay to gather reviews, testimonials, and repeat bookings.

Social Media Management:

• Manage and grow the company’s presence across Instagram, Facebook, TikTok, LinkedIn, and Twitter.
• Create engaging content (images, reels, stories, carousels) to showcase properties, promotions, and guest experiences.
• Plan and execute monthly content calendars in alignment with business goals and seasonal trends.
• Monitor social media engagement, respond to comments and DMs, and build an active online community.
• Analyze insights and metrics to improve content performance and social reach.
• Coordinate influencer partnerships, giveaways, and UGC (User-Generated Content) campaigns.

Requirements & Qualifications

• Minimum of OND / HND / B.Sc. in Communications, Marketing, Hospitality, or related field.
• 2+ years experience in customer service or social media management, preferably in shortlets, hospitality, or real estate.
• Strong verbal and written communication skills.
• Proficient with tools like Canva, Meta Business Suite, Instagram Reels, and scheduling platforms.
• Good understanding of client expectations in the luxury shortlet or residential property market.
• Problem-solving attitude, with the ability to remain calm under pressure.
• Knowledge of CRM tools and online booking platforms is an added advantage.

Key Attributes:

• Friendly and professional tone in all communications
• Excellent multitasking and organizational skills
• Social media-savvy with a good eye for aesthetics
• Ability to work evenings or weekends occasionally when needed (e.g., for content creation, check-ins, or event coverage).