Job Title: Customer Service & Social Media ManagerCompany: Collins Coaches Limited & Collins Day ToursLocation: Carrickmacross, Co. Monaghan (Hybrid Options Available)Salary: €40,000–€45,000 DOE (up to €50,000 for an exceptional candidate)Job Type: Full-timeOut of hours: Occasional weekend/out-of-hours monitoring (limited)About the RoleWe're hiring a hands-on Customer Service & Social Media Manager to take ownership of customer communications and build a strong, consistent online presence for our two businesses. You'll manage enquiries and issues across phone, email, website and social channels, and you'll grow our presence across platforms like TikTok, Facebook, Instagram, LinkedIn and YouTube.This role suits someone who is organised, calm under pressure, and comfortable switching between customer support and social media/content tasks throughout the day.Key ResponsibilitiesCustomer ServiceManage customer enquiries across phone, email, website and social media messagingProvide accurate information, manage follow-ups and resolve queries end-to-endHandle complaints and service recovery professionally and consistentlyMaintain customer service records/logs (e.g., complaints, queries, lost property, bookings, refunds/cancellations where applicable)Identify recurring issues and help improve processesProduce reporting on volumes, trends and customer feedbackManage our telephone and online booking systemsPeriodic onboard customer ticket checksProvide telephone support to tour guides as they load and manage our day toursManage the design, production and delivery of our day tour brochuresWork closely with and support our Operations TeamSocial Media & Online ReputationEstablish, maintain and grow our presence on TikTok, Facebook, Instagram, LinkedIn, Google Business Profile and YouTube (plus other relevant channels)Create and manage a content calendar and post consistentlyCreate content that drives enquiries: short videos, photos, testimonials, behind-the-scenes, team/fleet highlights, seasonal updates, transport updatesManage DMs, comments and enquiries across platforms promptly and professionallyMonitor and respond to online reviews (e.g., Google, Online Travel Agencies and social platforms)Manage the display of our day tours on OTA websites. Contact perspective OTAs to list and sell our day toursTrack performance (engagement, follower growth, message volumes) and report on what's workingWebsite SupportKeep website information accurate and up to date (services, FAQs, contact/enquiry pages, seasonal info, timetables, news, photos)Upload and maintain photos and content assetsCoordinate with external web support/developer as needed ensuring out websites are fresh, modern and up to dateSpot and follow through on website issues that impact enquiries (broken links, outdated info, form problems, mobile display issues)What We're Looking ForEssentialStrong customer service experience with excellent written and verbal communicationExperience managing social media for a business (not personal use)Comfortable creating short-form video content (TikTok/Reels/YouTube Shorts)Calm approach to complaints and problem-solvingHighly organised and able to work independentlyConfident with digital tools (social platforms, basic reporting, website updates/web partner)Basic editing skills (Canva/CapCut/Adobe Express)Knowledge of Chat GPT and use of AI Social Media ToolsAbility to take photos to showcase our fleetNice to HaveDigital marketing knowledge (basic paid ads, analytics, email campaigns, SEO basics)Basic graphic design skillsExperience in tourism/transport/hospitality/eventsExperience managing online reviews/reputationBenefitsCompany pensionFree parking20 days annual leave + public holidaysMobile phone providedIT equipment provided for working from home if neededHybrid work optionAnnual bonus (performance-based)How to ApplyApply with your CV and a short note outlining:Your customer service experienceThe social platforms you've managed for a businessAny links/examples of content you've created (screenshots/portfolio links welcome)Any qualifications you may haveEmail: Job Types: Full-time, PermanentPay: €40,000.00-€45,000.00 per yearBenefits:Bike to work schemeCompany pensionEmployee discountFree or subsidised travelOn-site parkingSick payWork Location: In person