Customer Service Representative (Phone & Social Media Support)

Customer Service Representative — Phone & Social Media Support

Job description:

Help customers and prospective buyers get clear answers through phone calls and social media (comments and inbox). At Fompos, you’ll provide support in English, manage public interactions and work with our support team to resolve customer requests.

What you’ll do:

• Answer incoming calls in English, helping with questions about products, purchases and existing orders.
• Respond to questions and concerns in comments on our social media ads and inbox.
• Moderate comments, hiding or removing content according to company guidelines.
• Record relevant details, actions and next steps in our support tools.
• Resolve requests within your scope and coordinate with the support team on cases requiring further assistance.

Requirements:

• Fluent spoken and written English, with confidence handling live phone conversations.
• Availability to work during U.S. business hours (9:00 am to 5:00 pm EST).
• Customer service experience, preferably in phone support.
• Comfort using digital tools and working across phone and written support channels.
• Experience with e-commerce support or social media comment moderation is a plus.

Skills we need:

• Clear, confident phone communication;
• Professional written responses;
• Active listening;
• Social media comment moderation;
• Customer problem-solving;
• Organization and follow-through.

The profile we're looking for:

• Approachable, patient and clear, even when a customer is frustrated. You listen before responding, check information before making promises and know when to involve the team. You’re comfortable learning new tools, adapting to evolving processes and making sure every request has a clear next step.