Project Description
Our Instagram and Facebook pages, together with the connected WhatsApp Business account, receive a steady flow of customer-support questions every day—order status, product availability, simple troubleshooting, and the occasional follow-up after purchase. I need those conversations answered quickly, courteously, and in the same warm tone our brand already uses on the feeds.
Scope
• Monitor incoming DMs, comments, and WhatsApp chats during agreed-upon hours.
• Draft clear, friendly replies that solve the customer’s issue or set the right expectation; escalate only the cases that truly require internal help.
• Keep conversations neatly tagged or labelled so I can see what was handled and what needs follow-up.
• Provide a short end-of-day summary highlighting any open tickets or notable feedback.
Tools you are free to use: Meta Business Suite, WhatsApp Web, or a social-inbox tool you already trust—whatever helps you stay responsive and organised.
Deliverables
1. Real-time (or near real-time) responses to all Instagram, Facebook, and WhatsApp customer-support inquiries.
2. Daily log/report of handled conversations and unresolved items.
Acceptance criteria
• Average response time under one hour within coverage window.
• Brand voice maintained in every reply.
• All customer queries either resolved or clearly flagged for escalation by end of shift.
If you have experience moderating social channels and turning frustrated followers into happy customers, let’s get started.