Social Media Customer Support Representative at Legal Afrik Consult (LAC Limited)

Job Summary

As a Social Media Customer Support Representative, you will be responsible for managing customer communication across our social media channels. Your role involves responding to comments, messages, and mentions in a timely and professional manner, addressing concerns, answering questions, and turning interest into sales. A key part of your job is identifying and engaging with potential customers in the comments or DMs—guiding them toward purchase decisions, providing product details, and assisting with checkout or order inquiries.

Location: Office address is at New-Garage, along Challenge, Ibadan, Oyo State.

Job Description

Responsibilities:

• Provide prompt, friendly, and accurate customer support.
• Identify purchase intent in social interactions and convert interest into orders through personalised engagement.
• Maintain a positive and professional tone that reflects the brand voice.
• Escalate complex issues to the appropriate internal teams.
• Track common questions and feedback to inform marketing or product improvements.
• Collaborate with the content and sales teams to support campaign objectives.
• Monitor and respond to messages, comments, and brand mentions on social media platforms.

Requirements:

• Proven experience in customer support, sales, or social media engagement.
• Excellent written communication and interpersonal skills.
• Strong understanding of major social platforms (WhatsApp, Facebook, and the likes).
• Ability to recognise buying signals and guide users toward placing an order.
• Highly responsive and able to multitask in a fast-paced environment.
• Empathetic, patient, and solution-oriented approach to customer service.
• Bonus: Experience with basic eCommerce tools or CRM platforms