Social Media Customer Care Specialist

About the role

As a , you will play a pivotal role in enhancing our customer experience through various social media platforms. Your primary responsibility will be to engage with customers, address their inquiries, and resolve any issues they may encounter. This position requires a proactive approach to customer service, ensuring that every interaction reflects the values and mission of Smartbox. You will be part of a dynamic team that thrives on collaboration and innovation, contributing to our goal of providing exceptional service to our customers.

Key facts

What you'll do

• Manage and respond to customer inquiries across multiple social media channels, including Facebook, Instagram, and Twitter, ensuring timely and accurate responses.
• Monitor social media platforms for customer feedback and trends, providing insights to the marketing and product teams to enhance customer satisfaction.
• Develop and implement social media customer care strategies that align with Smartbox's brand voice and customer service standards.
• Collaborate with cross-functional teams, including marketing and product development, to address customer concerns and improve overall service delivery.
• Create engaging content for social media that not only addresses customer inquiries but also promotes Smartbox's offerings and brand values.
• Analyze customer interactions and feedback to identify areas for improvement in our social media customer care approach.
• Train and mentor new team members on best practices for social media customer engagement and service.
• Utilize customer relationship management (CRM) tools to track interactions and ensure a seamless customer experience.
• Participate in regular team meetings to discuss performance metrics, share insights, and strategize on enhancing customer engagement.
• Stay updated on industry trends and best practices in social media customer care to ensure Smartbox remains a leader in customer service excellence.
• Handle escalated customer issues with professionalism and empathy, ensuring a resolution that meets customer expectations.
• Prepare reports on customer interactions and feedback for management review, highlighting trends and areas for improvement.

Requirements

• A minimum of 2 years of experience in customer service, preferably in a social media environment.
• Strong written and verbal communication skills in both Portuguese and English, with the ability to convey information clearly and effectively.
• Proven experience in managing social media accounts for brands or companies, with a solid understanding of various platforms and their best practices.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Familiarity with customer relationship management (CRM) software and social media management tools.
• A customer-centric mindset with a passion for delivering exceptional service and building relationships.
• Ability to work independently and as part of a team in a fast-paced environment.

Nice to have

• Experience in the travel or leisure industry, particularly in customer-facing roles.
• Knowledge of social media analytics tools to measure engagement and effectiveness.
• Proficiency in additional languages, such as Spanish or French, is a plus.
• Previous experience in content creation or digital marketing is advantageous.

Skills & tools

• Strong proficiency in social media platforms (Facebook, Instagram, Twitter, etc.) and their respective management tools.
• Familiarity with customer service software and CRM systems.
• Excellent organizational skills and attention to detail.
• Ability to analyze data and generate insights to improve customer engagement strategies.
• Creative thinking and the ability to develop engaging content tailored to our audience.

Practical notes

• This position is based in Carcavelos, and candidates should be prepared for a full-time commitment.
• The salary for this role will be competitive and commensurate with experience.
• Smartbox is open to considering applicants who require a work visa, provided they meet the necessary qualifications.
• Interested candidates can apply through the following link: [Apply Here](https://smartbox.bamboohr.com/careers/373).

At Smartbox, we believe in fostering a culture of inclusivity and collaboration. We are excited to welcome a new member to our team who shares our passion for customer service and innovation. If you are ready to take on this challenge and contribute to our mission, we encourage you to apply today!