Social Media / Customer Service Manager at Bonzee Consulting

Bonzee Consulting is a people-first business consulting firm. We help businesses set up and improve people operations to scale faster in Nigeria and across Africa.Job Summary

We are seeking a Social Media & Customer Service Manager to manage the company’s social media presence, WhatsApp Business, customer enquiries, and day-to-day client communication.
The ideal candidate should be creative, organised, customer-focused, and an excellent communicator, with the ability to engage customers professionally, manage orders and follow-ups, create engaging content, and represent the brand positively across digital platforms.

Key Responsibilities
Social Media Management:

Manage and maintain the company’s social media platforms and online presence.
Create, schedule and publish engaging content that aligns with the brand’s identity and target audience.
Respond to comments, direct messages, mentions and other customer interactions across social media platforms.
Monitor social media trends and identify opportunities to increase engagement, reach and brand visibility.
Develop content ideas around health, wellness, supplements, products, customer education and promotions.
Monitor audience engagement and provide regular updates on social media performance.

Content Creation & Brand Promotion:

Create engaging photo, video and short-form content for social media platforms.
Participate in occasional physical content shoots and brand activities
Develop creative content concepts that showcase the company’s products and communicate their value effectively.
Ensure all content published maintains the company’s brand image and communication standards.

Customer Service & WhatsApp Management:

Manage the company’s WhatsApp Business account and respond promptly to customer enquiries.
Provide accurate and professional information about products, availability, pricing, delivery and ordering processes.
Handle customer questions, complaints and concerns professionally and ensure appropriate resolution.
Follow up with customers regarding enquiries, abandoned orders, pending payments and completed purchases.
Build positive customer relationships and encourage repeat purchases through excellent service.

Orders,  Sales & Customer Follow-Up:

Receive and process customer orders through WhatsApp and social media channels.
Coordinate with relevant team members to ensure orders are properly processed and delivered.
Identify sales opportunities during customer interactions and recommend suitable products where appropriate.
Maintain accurate records of customer enquiries, orders and follow-ups.

Reporting & Administration:

Track customer enquiries, orders, complaints and follow-ups.
Monitor social media engagement and customer response patterns.
Provide regular reports on social media activities, customer feedback and notable issues.
Keep customer information and communication records organised and up to date.
Gather customer feedback and communicate recurring concerns or suggestions to management.

Requirements & Qualification

Minimum of OND in Marketing, Mass Communication, Business Administration, Public Relations, or a related field.
Minimum of 3 years of relevant experience in social media management, customer service, digital marketing or a related role.
Proven experience managing WhatsApp Business and handling customer enquiries.
Strong social media management skills with a good understanding of platforms such as Instagram, TikTok, Facebook and WhatsApp.
Experience in skincare, wellness, health supplements, beauty or consumer brands would be an added advantage.
Experience handling orders, complaints and customer follow-ups is an added advantage.
Strong content creation skills, including basic photography and video creation/editing.
Creative, organised, proactive and customer-focused.