Social Media Experience Ambassador

1 day ago


Solna Municipality, Sweden Fjällräven Full time
About the Job

We are seeking a highly skilled and passionate professional to join our team as a Social Customer Care & Operations Specialist. As a key member of our global digital community, you will play a crucial role in supporting our customers across various social media platforms.

Key Responsibilities:
  • Respond to customer inquiries on organic and paid social channels, forums, and review platforms with timely and accurate communication.
  • Support crisis management strategies for social media scenarios to safeguard brand reputation.
  • Collaborate with cross-functional teams to create seamless customer experiences.
  • Track and analyze response times, resolution rates, and sentiment to improve service delivery.

Trend Incorporation: Stay informed on trends in nature, the outdoors, and customer insights to integrate them into engagement strategies.

Key Deliverables:
  • Daily consumer engagement on social channels and review platforms.
  • Monthly reporting on response times, sentiment analysis, and key performance metrics.
  • Updated FAQs, training materials, and communication templates for consistency across teams.
  • Improved customer satisfaction, faster response times, and enhanced loyalty metrics.

Qualifications:

  • Bachelor's degree in Communications, Marketing, Business Administration, or equivalent experience.
  • 1–3 years in customer care, community management, or similar roles with a focus on social media.
  • Proven ability to manage large digital communities and public communications.
  • Proficiency in social media and customer service tools.
  • Fluent communication skills in English; German is a strong advantage, and Swedish is a plus.


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