Customer Service Social Media Specialist

4 days ago

London, United Kingdom Dr Martens Full time

ECOMMERCE

**Customer Service Social Media Specialist**:
THE GIG

This isn't your typical customer care role. As a customer care expert, you will be a pivotal link to the Ecomm team, supporting day-to-day operations to deliver a full customer journey, whether its owning and driving FAQs changes to drive positive deflection, website auditing and amendments or reporting on and sharing tangible customer feedback to deliver improvements. You also work collaboratively with other functions across the business and externally.

Aside from this, one of your main tasks is working with your customers to develop a solution to their problem - whatever level it may be. Instead of using generic strategies that make customers feel like they are just another number, be caring and creative in your problem-solving skills. A true brand custodian that lives our values in everything they do.

THE STUFF THAT SETS YOU APART
- Maintain and manage our social media communication strategy
- Define most important social media KPIs and maintain.
- Drive KPI’s on all Social Media Campaigns.
- Stay up to date with the latest social media best practices and technologies
- Attend educational conferences
- Collaborate with Marketing.
- Work closely with the Marketing Community manager to align and achieve on SLAs
- Monitor user engagement and suggest content optimisation.
- Communicate with industry professionals and influencers via social media to create a strong network Be part of the hiring process and train others in the team.
- Provide constructive feedback.
- Report into the business any trends and challenges.
- Find ways to improve the efficiency and drive the channel forwards.
- High standard of IT literacy - ability to use CRM systems in addition to Microsoft Office packages (Word, Excel, etc)
- Support Customers with delivery issues and provide appropriate resolutions where possible.
- Handle customer complaints, queries, and requests for information in a sensitive, timely and professional manner.
- Keep up to date with current and new product lines, and confidently be able to talk to customers about our products.
- Support the traditional channels when required to ensure a smooth operation is kept.

YOUR FUNDAMENTAL QUALITIES
- Excellent communication skills
- Have the ability to influence up stream and adapt to different stakeholders.
- Strong Social Media understanding and a proven track record in the sector.
- The ability to adapt Tone Of Voice to engage with different consumers.
- You are proactive innovative, collaborative and bring high energy to the team.
- Self-motivated and able to multitask. Tenacious and thorough in delivering solutions to problems.
- Fluent in English - additional languages would be amazing too

WHAT’S IN IT FOR YOU?
- Hybrid working (3 Days in Office / 2 At Home)
- 65% off all footwear and 55% of all accessories
- Award-winning ‘Buy As You Earn’ Dr. Martens share plan
- Private healthcare
- A dedicated culture team
- 2 paid volunteer days per year

LI-FQ1

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