Social Media Customer Service Assistant

We are an Australian clothing brand, Country Mile, looking for a reliable, organised and proactive Virtual Assistant based in the Philippines to manage our social media inboxes.

Your main responsibility will be responding to customer enquiries through Meta Business Suite, across both Facebook and Instagram. We're looking for someone who can work independently, communicate professionally with customers and keep our inboxes organised.

Key Responsibilities

Respond to Facebook and Instagram direct messages through Meta Business Suite
Monitor message requests and ensure no customer enquiries are missed
Answer questions about products, sizing, shipping, orders and returns

Respond to customer comments where appropriate
Follow our brand voice and customer service guidelines
Escalate complaints, order issues or questions that require management assistance
Communicate regularly with the business owner about anything that requires action, attention or a decision
Proactively follow up on unresolved enquiries and keep track of outstanding issues
Maintain a friendly, helpful and professional customer experience

Requirements

Excellent written English, including spelling, grammar and the ability to communicate naturally with Australian customers
Experience using Meta Business Suite, particularly managing Facebook and Instagram inboxes
Previous experience in customer service, preferably for an e-commerce or clothing business
Strong organisational skills and attention to detail
Ability to work independently and use initiative
Good judgement in knowing when to respond independently and when to escalate an issue
Excellent communication with the business owner, including providing clear updates and promptly flagging anything that needs attention
Reliable internet connection and consistent availability

About the Role

Part-time, with the potential for ongoing work
Flexible hours, with regular inbox monitoring required
Training, response templates and brand guidelines provided
Approx 1 hour per day - making sure all DMs (Instagram and FB) are responded to by 5pm

We're looking for someone who is reliable, takes initiative and can become a trusted part of our team.