Social Media Customer Service Specialist (Contract)

Job Title: Social Media Customer Service Specialist (Contract) Position Type: Contract / Project-Based Location: Remote, Malaysia (Following HK Time Zone and HK Public Holidays) Role Overview We are looking for a dedicated and tech-savvy Social Media Customer Service Specialist to support a new project. In this contract role, you will be the primary point of contact for our audience on a designated Facebook page. Your main goal will be to ensure a positive, responsive, and engaging experience for our community. Because this project targets the Hong Kong market, a foundational understanding of written Chinese and Cantonese is required. However, we welcome modern, tech-forward candidates who can effectively leverage AI translation tools to assist with reading and interpreting Cantonese text accurately. Key Responsibilities Monitor the brand's Facebook page daily, responding promptly and professionally to direct messages, comments, and customer inquiries. Read and comprehend written Chinese (Traditional) and written Cantonese, utilizing AI tools (like ChatGPT, DeepL, or Google Translate) when necessary to capture local slang, context, and nuances. Address customer complaints, answer product/service questions, and escalate complex issues to the project manager when appropriate. Ensure all responses align with the brand's tone of voice, maintaining a polite, empathetic, and helpful demeanor. Keep track of common customer questions, feedback, and recurring issues to share with the internal team. Use Microsoft Excel to keep track of common customer questions, feedback, and recurring issues for internal reporting. Requirements & Qualifications Ability to read and understand written Chinese (Traditional characters). Ability to comprehend written Cantonese, either natively or with the proficient use of AI language tools. Open to learning and mastering new third-party software and tools used for inquiry management. Proficient in Microsoft Excel for data entry and tracking purposes. Familiarity with managing a Facebook Page, including navigating Meta Business Suite (responding to comments and DMs). Previous experience in customer service, community management, or social media moderation is highly preferred. Comfortable utilizing AI tools to bridge language gaps quickly and accurately without losing the human touch in your responses. Must be available to work during standard Hong Kong working days, adhering to the Hong Kong public holiday calendar.