Social Media Moderator

Job Description

A-Z customer relations responsible for all customer support answering all inquiries with a response time of 20 minutes. They will also be able to take the conversation offline and contact the customer directly to resolve any issues directly. They will be trained on a number of CRM platforms in order to accurately communicate or escalate each and every inquiry incoming from the brand's numerous social media channels

Brand advocacy

Engagement: actively engage/converse with existing or new potential customers.

Re-engagement: actively keep the conversation going with existing or new potential customers.

Seeding: monitor and select relevant or trending conversations online, and seed the brand into the discussion.

Reporting & helping develop internal processes

Develop monthly reports on customer satisfaction, engagement rates, response time, escalation issues, etc.

Help the Head of Community Management with collating and consistently updating brand FAQ documents.