Job Description
Description:
Job Description:
• Serve as a Digital Beauty Advisor across all social platforms by reactively engaging with fans and followers on a timely manner (TikTok, Facebook, Instagram, Twitter)
• Support le Care public channels (social, R&R, Q&A) by providing insight, strategy recommendations and engagement as needed
• Attend brand and Care trainings, work sessions and meetings to stay up to date with social strategies and best practices
• Follow Brand and Care provided social FAQ documents for launches and key social moments
• Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer
• Recognizes and recommends new ways to influence consumers in their purchase decision
• Alert critical customer complaints to internal Care and Brand teams and assist with problem solving
• Provide social content and engagement recommendations based on consumer feedback and trends
• Stay up to date on new social media platforms, tools and best practices
• Live in the social ecosystem, stay on top of emerging trends in the landscape
Responsiveness
• Maintain 100% Reply Rate and established Response Time goals across social channels
• Maintain consumer satisfaction and sentiment scores as established by the group
• Monitor personal social KPI’s using Sprinklr
• Offers schedule flexibility to support the needs of the business which included weekends
• Meets established quality standards in all contacts across all channels
• Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative to reduce disruptions in service or detract from customer satisfaction.
• Documents product issues in a way that the information can be used for product improvement or development
• Accurately enters required information in the CRM and surveys to ensure data integrity
Job Qualifications
• Bachelor’s Degree • 1-2 years’ social media engagement experience • Customer Service experience desired • Customer obsessed mindset • Knowledge and experience with major social media platforms required • Able to work in a fast-paced, dynamic environment, both independently and as part of a cross-functional team • Must have a sense of urgency with a high degree of flexibility, adaptability, resourcefulness, and responsiveness; willingness to work outside standard hours which includes weekends • Report back to internal team to funnel insights into product / experience / content creation strategy • High level of organization, attention to detail and positive attitude • Interest in beauty, fashion and/or lifestyle brands • Exceptional writing skills • Excellent problem-solving ability • Proficient in Microsoft applications including PowerPoint, Word and Excel.
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