Customer Support & Social Media Manager

Reports To: Operations Manager / Managing Director

Industry: Shortlet / Real Estate

Job Summary


We are seeking a dynamic and customer-focused Customer Support & Social Media Manager to manage client interactions, oversee guest communication, and drive engagement across our digital platforms.
The ideal candidate will have a strong understanding of hospitality or real estate operations, excellent communication skills, and the creativity to build and maintain a compelling online presence for our brand.


Key Responsibilities

Customer Support:


Respond to client inquiries via phone, email, WhatsApp, and social media channels in a timely and professional manner.
Handle guest bookings, cancellations, check-in/check-out coordination, and post-stay feedback.
Resolve customer complaints or issues promptly and escalate complex cases when necessary.
Maintain updated records of guest interactions, transactions, and service requests.
Collaborate with operations and housekeeping teams to ensure seamless guest experiences.
Follow up with clients post-stay to gather reviews, testimonials, and repeat bookings.


Social Media Management:


Manage and grow the company’s presence across Instagram, Facebook, TikTok, LinkedIn, and Twitter.
Create engaging content (images, reels, stories, carousels) to showcase properties, promotions, and guest experiences.
Plan and execute monthly content calendars in alignment with business goals and seasonal trends.
Monitor social media engagement, respond to comments and DMs, and build an active online community.
Analyze insights and metrics to improve content performance and social reach.
Coordinate influencer partnerships, giveaways, and UGC (User-Generated Content) campaigns.


Requirements & Qualifications


Minimum of OND / HND / B.Sc. in Communications, Marketing, Hospitality, or related field.
2+ years experience in customer service or social media management, preferably in shortlets, hospitality, or real estate.
Strong verbal and written communication skills.
Proficient with tools like Canva, Meta Business Suite, Instagram Reels, and scheduling platforms.
Good understanding of client expectations in the luxury shortlet or residential property market.
Problem-solving attitude, with the ability to remain calm under pressure.
Knowledge of CRM tools and online booking platforms is an added advantage.


Key Attributes:


Friendly and professional tone in all communications
Excellent multitasking and organizational skills
Social media-savvy with a good eye for aesthetics
Ability to work evenings or weekends occasionally when needed (e.g., for content creation, check-ins, or event coverage).