Global Digital Customer Advocate

1 day ago


Solna Municipality, Sweden Fjällräven Full time
About the Position

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.

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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