Social Media Monitoring & Response Specialist

Who we are:

eFlexervices is a BPO company with a legacy spanning 23 years. We've honed our craft in providing exceptional quality and building unshakable trust. At eFlex, we're not just a BPO company – we're your partners in success. Our approach is all about finding the perfect match between talent and the organizations we support. We're not just investing in our work; we're investing in people, optimizing performance, and maximizing efficiency. We are all about exceptional quality and unwavering trust.

What we are looking for:

Are you ready to take your expertise to the next level? At eFlexervices, we're not just hiring for a Social Media Monitoring & Response Specialist– we're empowering your talent to deliver quality and performance. Join us in shaping the success and making an impact that truly matters.

We’re seeking a proactive and detail-oriented Social Media Monitoring & Response Specialist to join our digital communications team. In this role, you'll serve as the frontline voice of our brand across social platforms, tracking conversations, addressing customer inquiries, identifying potential issues, and ensuring timely, professional responses that align with our brand tone. 

This is a critical position for maintaining a positive brand reputation, improving customer experience, and supporting real-time social engagement. 

What you’ll be doing:

• Monitor multiple social media channels (e.g., X, Facebook, Instagram, TikTok, LinkedIn) for brand mentions, customer feedback, and emerging trends
• Respond promptly and appropriately to comments, messages, reviews, and questions, escalating complex issues as needed.
• Flag potential PR risks or crisis situations to internal stakeholders with context and recommendations.
• Track and report on sentiment trends, recurring questions, and audience engagement.
• Collaborate with Customer Service, PR, and Marketing teams to maintain a unified brand voice and response strategy.
• Contribute to FAQs and internal response guides to ensure consistency and efficiency.
• Stay current with social platform updates, tools, and best social listening and response practices.

Qualifications and Requirements:

• Bachelor’s degree in Communications, Marketing, Public Relations, or a related field
• 1-3 years of experience in social media monitoring, community management, customer support, or digital communications
• Strong written communication skills with a sharp attention to tone, empathy, and clarity
• Good oral and written communication is vital. The candidate must speak clearly and persuasively in both positive and negative situations.
• Experience using social listening and engagement tools (e.g., Sprinklr, Hootsuite, Sprout Social, Brandwatch, or similar)
• Ability to stay calm and professional in high-pressure or sensitive situations
• A proactive, solution-focused mindset with strong time management skills
• Experience with social media management
• Excellent ability to communicate, extremely detail-oriented
• Ability to collaborate effectively with cross-functional teams. 
• Willingness to share knowledge and contribute to a positive team culture.

Nice to have: 

• Multilingual capabilities
• Experience in crisis communication or reputation management
• Familiarity with social media analytics and reporting 

Benefits and Perks:

At eFlex, we're not just a workplace – we're a community of playmakers, committed to fostering growth, learning, and personal connections. Here's what's in store for you:

• Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace.
• Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.
• Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.
• Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.
• Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.

Ready to embark on an enriching journey? Join the eFlex family and experience a workplace that values your individuality and success. Let's thrive together!