Communications Specialist - Social Media

Job Description:

Primary Tasks:


* Monitor and manage social media channels for customer inquiries and feedback.


* Respond to comments, messages, and mentions on social platforms, reviews sites and other platforms in a timely and professional manner.


* Identify and escalate urgent issues or negative sentiments to the appropriate teams.


* Manage customer support site, including updating existing articles, creating new self-help articles and videos based on customer feedback and making continuous improvements to maximize customer self-help and satisfaction.


* Maintain brand voice and consistency in all interactions.


* Track and analyze response metrics to improve engagement and response times.


* Create monthly metrics/KPIs reporting.


* Monitor social media platforms on weekends twice monthly.


* Other duties as assigned

Additional Responsibilities:


* Collaborate with content creators to ensure alignment in messaging.


* Stay updated on industry trends, tools and best practices in social media engagement.


* Participate in the development of FAQs and response templates.


* Conduct regular audits of social media interactions to identify areas for improvement.


* Provide insights and feedback to marketing teams on customer sentiment and trends.

Qualifications:


* Minimum 3 years' experience


* Experience in social media management.


* Strong written and verbal communication skills.


* Ability to handle challenging situations with empathy and professionalism.


* Proficiency in social media platforms and analytics tools.


* Excellent organizational skills and attention to detail.

Preferred Skills:


* Knowledge of social media management tools (e.g., Sprout Social).


* Familiarity with crisis management strategies in a digital context.


* Ability to work independently and as part of a team.