Customer Care
1 day ago
Fjällräven is a leading outdoor apparel brand that values sustainability, quality, and innovation. We are committed to creating exceptional customer experiences and fostering brand loyalty through our global digital community.
Job Description:The Social Customer Care & Operations Specialist will be responsible for managing our global digital community, responding to customer inquiries, and collaborating with cross-functional teams to create seamless customer experiences.
Responsibilities:- Manage customer inquiries on social media platforms, forums, and review sites with timely and accurate responses.
- Develop and implement crisis management strategies to safeguard brand reputation.
- Collaborate with social media, customer service, and e-commerce teams to create cohesive customer experiences.
- Analyze customer data to identify trends and areas for improvement.
Deliverables:
- Daily consumer engagement on social media platforms and review sites.
- Monthly reports 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.
Requirements:
- 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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