Awesome CX by Transcom is looking for talented individuals like you to join our awesome team!

Be a Senior Customer Support Representative (Social Media) for our Awesome CX by Transcom Davao site. This role requires someone who can confidently manage a wide range of inquiries from basic customer service to more complex technical issues while maintaining a high standard of communication and customer satisfaction.

Join our Awesome CX by Transcom Family as a Senior Customer Support Representative (Social Media)

• Respond to and resolve customer inquiries via email, chat, social media DMs/comments, and other channels
• Monitor and manage customer interactions on TikTok, Instagram, and other social platforms, ensuring timely, brand-aligned, and empathetic responses
• Troubleshoot and resolve more complex customer issues, escalating when necessary
• Maintain a high level of accuracy, professionalism, and empathy in all communications
• Manage conversations efficiently in Gladly, Shopify, and other customer support tools
• Handle chatbot interactions, ensuring customers receive timely and helpful responses
• Collaborate with cross-functional teams (e.g., product, operations, technical support) to resolve customer issues quickly
• Contribute to knowledge base content and FAQs to improve customer self-service options
• Identify and suggest process improvements to enhance customer experience and operational efficiency

• A strong background in social media customer engagement is required, as you will also be responsible for responding to comments and direct messages on platforms such as TikTok, Instagram, and similar channels. In addition, Direct-to-Consumer (DTC) experience is a must in customer experience roles and understand the basic CX tools, workflows, and best practices for engaging with customers in an e-commerce environment.
• Proven experience in customer service, preferably in a Senior/Level 3 capacity handling both Tier 1 and Tier 2 tickets
• Required: Social media engagement experience, specifically managing and responding to TikTok and Instagram comments and DMs
• Strong written communication skills with a clear, concise, and empathetic style
• Experience with Shopify and Gladly is preferred
• Experience working with chatbots is a plus
• Strong problem-solving skills with the ability to think critically and adapt quickly
• Ability to work independently while collaborating effectively with team members
• High attention to detail, organizational skills, and commitment to delivering excellent customer service