Content and Customer Care Role

Plan and maintain a weekly social media content calendar. Create and edit videos, product photos, captions and promotional graphics. Guide on-site staff on capturing suitable photos and footage. Schedule and publish approved content across the company’s social media pages. Respond promptly to customer enquiries, messages and comments during agreed working hours. Provide accurate information about products, prices and ordering procedures. Prepare quotations using approved prices and follow up on enquiries to encourage sales. Maintain accurate customer and order records. Coordinate with production and dispatch teams to provide order updates. Handle complaints professionally and escalate issues when necessary. Submit weekly reports on content performance, enquiries, paid orders and customer feedback. Protect customer information and confirm approval before publishing customer-related content.

Previous experience in content creation, social media management or customer service. Ability to create engaging product videos, captions and promotional graphics. Proficiency in Canva, CapCut or similar design and video-editing tools. Familiarity with Instagram, TikTok, Facebook, Snapchat and WhatsApp Business. Excellent written and spoken English, with a polite and professional manner. Ability to respond to enquiries, follow up on quotations and support sales. Strong organisation, attention to detail and accurate record keeping. Basic knowledge of Excel or Google Sheets. Ability to handle complaints calmly and coordinate with production and dispatch teams. Ability to work independently, meet deadlines and follow brand guidelines. Reliable internet access and a suitable smartphone or laptop for remote work. Experience in packaging, baking supplies or a similar product-based business is an advantage.