Job Description

Job Description

Our client is seeking a contractor to serve as a Digital Beauty Advisor across all social platforms.  Please note training period is 100% onsite, then hybrid schedule will follow.

This includes:

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• Reactively engaging with fans and followers in a timely manner (TikTok, Facebook, Instagram, Twitter)
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• Support le Care public channels (social, R&R, Q&A) by providing insight, strategy recommendations and engagement as needed
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• Attend brand and Care trainings, work sessions and meetings to stay up to date with social strategies and best practices
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• Follow Brand and Care provided social FAQ documents for launches and key social moments
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• Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer
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• Recognizes and recommends new ways to influence consumers in their purchase decision
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• Alert critical customer complaints to internal Care and Brand teams and assist with problem solving
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• Provide social content and engagement recommendations based on consumer feedback and trends
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• Stay up to date on new social media platforms, tools and best practices
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• Live in the social ecosystem, stay on top of emerging trends in the landscape
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Responsiveness:

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• Maintain 100% Reply Rate and established Response Time goals across social channels
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• Maintain consumer satisfaction and sentiment scores as established by the group
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• Monitor personal social KPI’s using Sprinklr
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• Offers schedule flexibility to support the needs of the business which included weekends
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• Meets established quality standards in all contacts across all channels
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• Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative to reduce disruptions in service or detract from customer satisfaction
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• Documents product issues in a way that the information can be used for product improvement or development
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• Accurately enters required information in the CRM and surveys to ensure data integrity
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Job Qualifications

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• Bachelor’s Degree
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• 1-2 years’ social media engagement experience
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• Customer Service experience desired
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• Customer obsessed mindset
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• Knowledge and experience with major social media platforms required
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• Able to work in a fast-paced, dynamic environment, both independently and as part of a cross-functional team
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• Must have a sense of urgency with a high degree of flexibility, adaptability, resourcefulness, and responsiveness; willingness to work outside standard hours which includes weekends
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• Report back to internal team to funnel insights into product / experience / content creation strategy
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• High level of organization, attention to detail and positive attitude
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• Interest in beauty, fashion and/or lifestyle brands
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• Exceptional writing skills
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• Excellent problem-solving ability
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• Proficient in Microsoft applications including PowerPoint, Word and Excel
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