Job Description
We are looking for a dynamic Community Management Executive to join our company. In this role you ll be in charge of communicating with customers via social media platforms representing our company.
To ensure success as a Community Management Executive you should know how to effectively use various social media platforms tools and technologies. Ultimately an outstanding Community Management Executive should be a goal-orientated individual with a solid understanding of the customer experience.
Responsibilities
• Respond to customers through all channels (twitter Facebook Instagram LinkedIn YouTube google play and App store) in a timely manner. Make sure no comment is ignored/ not replied for more than 2 hours maximum on any channel.
• Build out the brand s social voice to be leveraged across all communication channels to ensure channels feel like one cohesive voice aligning with the social media guidelines.
• Identify key active consumers to strategically execute surprise and delight opportunities
• Keep a track of consumers repeated requests that might be useful for adding new product features for example or create new kinds of posts/ content to cover their needs and make sure to inform the relevant teams.
• Develop a unique and engaging social voice and strategy and track performance and make recommendations of how to adjust voice and approach to achieve results.
• Be updated with all company products new features and services and be aware of ongoing social media campaigns and competitions.
• Actively engage and keep the conversation going with existing or new potential customers.
• Develop weekly and monthly reports on customer satisfaction response time escalation issues etc.
• Coordinate with Marketing and social media team to ensure brand consistency
• Forward and escalate customer feedback and ensure their needs are taken care of by the appropriate department.
• Keep a track of users positive feedback that could be used for social media posts.
• Communicate any repetitive issue(s) that s related to Wego directly or one of its partners
Job Requirements
Requirements:
• Bachelor s degree in social media management marketing or a related field.
• Minimum of 2 years experience as a social media representative or a similar role.
• Customer service experience.
• Excellent knowledge of social media best practices.
• Ability to effectively use a variety of social media platforms such as Twitter Facebook Instagram LinkedIn and Google+.
• Solid customer service skills.
• Good communication and interpersonal skills.
• Ability to work independently in a fast-paced environment.

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