- Act as the main link between the client’s customers and their management team
- Manage/Respond to all inquiries and resolve concerns or complaints made through emails, posts on forums and websites, including all social media platforms (Facebook, Instagram, Pinterest, and other Social Media platforms)
- Own the responses on all EDM’s and reviews using templates or specific responses, and filter through any unsubscribe requests
- Interact with customers on behalf of the client and be the voice of the business to help maintain high levels of customer satisfaction
- Provides accurate and timely information to all customers
- Convert disgruntled customers into brand champions and ultimately improve their overall service experience
- Identifying any potential issues that may result in negative brand exposure for the client and bringing these to the attention of management
- Remove any post that contains bad language, is considered racist, sexist or other offensive content, and any link to external pages to protect users from viruses
- Report any links to pornography and block any user that is regularly posting porn
- Send email reports/feedback regularly as part of the daily task
- Qualify leads by gaining all missing information to make up a lead, and push through derived leads into HQ through the websites
- Any other task/duty as directed by client/management
Closed
Social Media Moderator
Date Posted: 04-06-2018
Level: Mid Level
A Social Media Moderator (Facebook, Instagram) is responsible for providing excellent customer experience, and managing website traffic and revenue by acting as a main link between the customers and the management team. The role entails interacting with customers on behalf of the client, providing accurate and timely information to customers, and identifying potential issues that may result in negative brand exposure. The role requires in-depth social media management experience, and a commitment to client service.
Responsibilities
Qualifications
- Must possess at least a Bachelor’s/College Degree in Journalism, Mass Communication or equivalent
- With at least 1 to 2 years of relevant working experience either as a full-time or freelance copywriter
- Knowledge in Social Media Management, specifically in Facebook, Instagram, and Pinterest, preferred
- Has flawless command of the English language both written and oral with a knack for sentence structure and grammar
- Strong grasp of marketing and branding concepts
- Exceptional writing and presentation skills and understanding of the art of advertising
- Works diligently to understand the target audience and understands the value of research and competitive set awareness
- Understands the importance of deadlines and plans accordingly to meet them
- Must be able to demonstrate effective time management skills - handle and prioritize multiple projects regardless of the inevitable changing scope, timelines, goals, deliverable, etc.
- Good track record in being able to adapt quickly to unscheduled work and impromptu projects
- A keen observer that understands the best ideas can come from anywhere (out of the office), at any moment (off the clock) and is always on the lookout for inspiration
- Loves participating in the creative process from brainstorm to launch, actively seeks out opportunities to contribute during all phases
- Must be a team player comfortable in a collaborative environment and always eager to share and refine ideas
- Receptive to constructive feedback and understands that revision is an essential part of the creative process
- Is passionate and original
- Must be willing to work in Makati – Ayala Avenue
- Must be willing to work in an early morning shift
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