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Job Title:
Customer Service Social Media Specialist/Community Manager
Location:
Remote and hybrid - average one day in the office in Maidenhead, Berkshire
Reporting to:
Digital Media Manager UK & ROI
Probationary period
3 months
POSITION SUMMARY
As part of the UK & ROI Digital Marketing team, the Customer Service Social Media Specialist will perform community management and solve customer questions and complaints related to our tools, striving to achieve customer satisfaction.
The CSSMS will work directly with the Customer Service Representatives and the local UK Digital Marketing team, acting as a point of contact to receive and transmit guidelines.
The ideal candidate must be familiar with community management for social media platforms (Meta, TikTok, LinkedIn) and customer service support, including identifying customer needs, displaying empathy, and active listening, representing our brands in the UK/ROI region, and working collaboratively with the Digital Marketing team.
This role will work closely with:
* UK & ROI Digital Marketing team
* Regional Digital Marketing team
* Brand Marketing team
RESPONSIBILITIES
Community Management & Customer Service (75%)
* Handle all customer inquiries professionally across social channels (Facebook, Instagram, TikTok, LinkedIn) to ensure satisfaction and support KPIs such as TPH, CSAT, MOD, NPS, etc.
* Respond professionally, following brand voice guidelines, to interactions including comments and messages, even those not related to customer service.
* Act as liaison with other departments to advocate for customers.
* Maintain knowledge of all company products, services, and processes.
* Monitor and assess campaign performance; assist in strategic analysis with the Customer Service team.
* Review and provide feedback on performance reports during campaigns.
* Ensure Community Management service is optimal in collaboration with Customer Service Representatives.
* Coordinate with Customer Service Manager EMEA and local teams to align with strategies and brand voice.
* Manage crises and review monthly crisis reports from monitoring agencies.
Social Media Analysis & Insights (25%)
* Share social media insights monthly using tools like Sprinklr and Zendesk.
* Provide insights to improve media strategy and community management in collaboration with leaders.
MINIMUM QUALIFICATIONS
* High School Diploma or equivalent
* At least 1 year experience in customer service
* At least 1 year experience in community management; studies in marketing, advertising, communications preferred
* Good knowledge of Facebook, Instagram, TikTok, LinkedIn
* Native English speaker; additional European languages a plus
* Experience with Zendesk CRM and social media analytics tools (Sprinklr, Sprout, etc.) is a plus
* Analytical mindset for interpreting data and KPIs
* Excellent communication skills, both written and verbal
* Creative and problem-solving skills
* Ability to work collaboratively across teams and cultures
* Comfortable building relationships remotely
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