CS Social Media Specialist

Social Media Specialist

We are seeking a diligent and customer-focused Social Media specialist/Email Support to join our dynamic customer service team. As an Email Support Representative, you will play a crucial role in providing timely and effective support to our customers via email and social media platforms. On occasion you will be required to do outbound calls to address customer concerns to achieve timely solutions.

The ideal candidate possesses excellent written communication skills, a strong sense of empathy, and the ability to troubleshoot and resolve customer inquiries.

Responsibilities:
Email Support

Respond to customer inquiries, concerns, and requests via email promptly and professionally. Craft clear, concise, and accurate responses that address customer needs while adhering to company guidelines.

Investigate and troubleshoot customer issues, providing accurate and effective solutions.

Collaborate with other teams, if necessary, to ensure comprehensive problem resolution.

Product Knowledge:

Develop a deep understanding of our products, services, and policies to provide accurate information to customers.
Stay updated on product updates and changes to ensure accurate and up-to-date support.

Customer Advocacy:

Advocate for customers’ needs and provide constructive feedback to internal teams to enhance the overall customer experience. Identify recurring issues and work with the team to implement proactive solutions.

Social Media
Community Engagement:
Monitor and respond to comments, messages, and mentions across various social media platforms promptly and professionally.
Foster a positive and interactive online community through engagement and conversation.
Analytics and Reporting:
Utilize social media analytics tools to track and measure the success of campaigns, content, and overall social media performance.
Compile and present regular reports on key social media metrics and insights, providing recommendations for improvement.
Collaboration:
Collaborate with cross-functional teams, including marketing, design, and customer support, to ensure cohesive brand messaging across all channels.
Work closely with influencers, partners, and collaborators to expand the brand’s reach.

Qualifications:
Proven Experience as a Social Media Specialist or Similar Role:
Demonstrated experience in managing and executing social media campaigns, preferably within a corporate or agency setting. Proven track record of growing social media presence and engagement for brands or organizations.
Strong Understanding of Social Media Platforms, Trends, and Best Practices:
In-depth knowledge of major social media platforms (Facebook, Instagram, Twitter, LinkedIn, TikTok, etc.) including their functionalities, algorithms, and user behaviors. Ability to stay updated with the latest social media trends, tools, and best practices to effectively engage with target audiences.
Excellent Written and Verbal Communication Skills:
Superior ability to craft clear, concise, and compelling messages tailored to different social media platforms. Strong command of grammar, punctuation, and style. Effective verbal communication skills for interacting with team members, clients, and stakeholders.
Knowledge of Google Workspace (Sheets and Forms):
Proficiency in using Google Sheets for data analysis, tracking social media metrics, and reporting. Familiarity with Google Forms for creating surveys, gathering feedback, and managing data collection.
Proficient in Social Media Management Tools and Analytics Platforms:
Expertise in using social media management tools in particular META, STAMPED and HOTJAR. Strong analytical skills to interpret social media metrics and analytics (using tools like Google Analytics, Facebook Insights, etc.) to measure the effectiveness of campaigns and inform strategy.
Ability to Manage Multiple Projects and Priorities in a Fast-Paced Environment:
Excellent organizational and time management skills to juggle multiple tasks, campaigns, and deadlines simultaneously. Ability to prioritize effectively, adapt to changing priorities, and maintain attention to detail in a dynamic work environment.
Background in FB META is an Advantage at Least 6 Months:

Practical experience in managing and optimizing Facebook META campaigns, including responding to comments on posts and approving what should be posted, and performance analysis. Familiarity with the Facebook Ads Manager and the ability to leverage META’s tools to drive engagement and conversation that leads to conversion. Background in addressing SMS-related concerns is a plus.

Why Join iRESTORE Laser:
Be part of a passionate and innovative team dedicated to making a difference in people’s lives.
Opportunities for professional growth and development.
Competitive salary and benefits package.
Collaborative and supportive work environment.
Join the iRESTORE Laser team and play a key role in ensuring the highest standards of customer service and satisfaction. We look forward to welcoming you to our dedicated and passionate team.