Social Media Specialist

Tasks:

• Moderating comments, messages, and direct messages with predetermined KPIs
• Handling inbound phone calls concerning Online Shop assistance and inquiries
• Communicating and coordinating directly with the Customer Service Department and Stores
• Supporting and assisting the marketing team with the development
• Researching and evaluating customer behavior and/or common issues and presenting them in reports
• Messaging and audience identification
• Maintain the moderation guidelines and ensure they are up to date
• Review and moderate all user-generated content in line with the moderation policy for each community
• Manage the banned user process and, track and remove previously banned users
• Processing complaints and escalating when necessary
• Produce reports on relevant moderation statistics, issues, and outcomes
• Regularly feedback insights gained from community moderation into the social media team
• Monitor all industry and company information and news to anticipate any future potential issues
• Reporting directly to the head of marketing