Social Media Customer Experience Specialist at Frances Mcgreg Consulting (FMC) Service

Frances Mcgreg Consulting (FMC) Service is a full fledged business consulting company that covers talent acquisition and management, data analysis, organizational design and development, humanitarian activities and SDGs.

We are recruiting to fill the position below:

Job Title: Social Media Customer Experience Specialist

Location: Yaba, Lagos
Employment Type: Full-time

Role Purpose

• To serve as the primary point of contact for Pinnah Foods customers across all social media platforms (Instagram, X, Facebook, TikTok, and WhatsApp).
• You are responsible for transforming every digital interaction into a positive brand experience, ensuring that "Customer Service" is delivered with "Excellence" and "Integrity."

Key Responsibilities
Digital Community Engagement:

• Active Monitoring: Monitor all mentions, tags, and comments across all platforms in real-time.
• Responsive Support: Acknowledge and respond to all Direct Messages (DMs) and comments within the 30-minute SLA (Service Level Agreement).
• Brand Voice: Communicate using the Pinnah Foods "Warm & Premium" tone ensure every response is respectful, helpful, and mirrors our "Happy Community" vibe.

Issue Resolution & Escalation:

• Complaint Management: Handle negative feedback with "Respect" and diplomacy. Aim to move public complaints to private channels (DMs) for resolution.
• The Escalation Path: For food quality or health-related complaints, immediately notify the Branch Manager and the Quality Assurance (QA) team using the Emergency Incident Flow.
• Follow-up: Ensure no customer is left "hanging." Track every issue until the customer confirms they are satisfied.

Sentiment Analysis & Reporting:

• Daily Sentiment Check: Tag every interaction as "Positive," "Neutral," or "Negative" to track the brand's health.
• Feedback Loop: Compile weekly reports on recurring customer pain points (e.g., "The Slicer at Victoria Island is too slow") to help Operations improve.
• Competitor Watching: Keep an eye on what other QSR brands are doing and suggest "Excellence" improvements for Pinnah.

Content Collaboration:

• Work with the Marketing team to stay updated on new flavours, menu changes, and promos to provide accurate information to customers.

Core Competencies (The ENRICH Alignment)

• Customer Service: A natural "people person" who finds joy in solving problems.
• Excellence: Impeccable grammar and a sharp eye for detail (no typos in public responses!).
• Integrity: Honest handling of customer data and gift voucher distributions.
• Respect: Remaining calm and professional even when faced with difficult "trolls" or unhappy diners.

Salary
N100,000 - N150,000 monthly.

Application Closing Date
16th March, 2026.

How to Apply
Interested and qualified candidates should send their CV to: conciseglobalhr@gmail.com using the Job Title as the subject of the mail.