Introduction
The DW Facebook Service Specialist is a pivotal role within our customer engagement team, focused on delivering exceptional service through social media channels. As the primary point of contact for our audience on Facebook, you will help shape the brand’s online presence, respond to inquiries, and ensure that every interaction reflects our commitment to quality and professionalism. This position is ideal for individuals who thrive in fast‑paced environments, possess strong communication skills, and are eager to contribute to a growing digital community.
Responsibilities
- Monitor and manage the company’s official Facebook page, ensuring timely responses to comments, messages, and reviews.
- Develop and schedule engaging content, including posts, stories, and promotional materials that align with marketing campaigns.
- Collaborate with the marketing and product teams to gather information needed for accurate and helpful customer support.
- Track key performance indicators (KPIs) such as response time, engagement rate, and customer satisfaction, providing regular reports to management.
- Identify recurring customer issues and work with relevant departments to propose process improvements.
- Maintain a thorough knowledge of our food and beverage offerings to answer product‑related questions confidently.
- Assist in crisis management by promptly addressing negative feedback and escalating serious concerns to senior staff.
- Support promotional events and special offers by coordinating social media announcements and monitoring their impact.
Requirements
- Minimum education: High School Diploma (SMA/SMK) or equivalent.
- Age: Open to candidates of any age, with a maximum limit not applicable.
- Gender: All genders are welcome.
- Experience: No prior experience required, though a basic familiarity with Facebook and customer service is advantageous.
- Strong teamwork skills combined with the ability to work independently.
- Positive attitude, professional personality, and excellent interpersonal communication.
- Detail‑oriented, honest, and highly organized with the ability to manage multiple conversations simultaneously.
- Immediate availability to start work.
- Basic knowledge of food and beverage service practices to address product inquiries accurately.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision.
- Paid leave, including sick days and annual vacation.
- Opportunities for professional development and training in digital marketing and customer service.
- Friendly and inclusive workplace culture that values diversity.
- Employee discount on all food and beverage items at our outlets.
- Stable work schedule: Monday‑Saturday, 08:00 – 17:00.
About Company
DW is a leading name in the food and beverage industry, known for its commitment to quality, innovation, and customer satisfaction. With a network of outlets across the region, we serve a diverse clientele that expects not only great taste but also exceptional service. Our digital team plays a crucial role in extending our brand voice online, fostering community engagement, and ensuring that every customer interaction—whether in‑store or on social media—exceeds expectations. Join us and become part of a dynamic organization that invests in its people and celebrates success together.
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