Part Time / Full Time Social Media Community & Customer Support Officer

Founded in 2013, Ask & Embla is an online body jewelry store that creates and sources one-of-a-kind jewelry and apparel. We aim to bring the most unique pieces to customers all over the world.

Presently, we deal with hundreds of customers a week and have a following of more than 300,Upgrade to see actual info across Facebook and Instagram. We take pride in having the most well-curated branding and identity across our platforms, as well as the friendliest, and most caring customer service in this space.

With Ask & Embla rapidly growing, we are now at a very exciting juncture, and are looking for exceptional Custommer Support Officers to join our family.

Job brief

We are looking for a qualified Community & Customer Support Officer to join our team. If you are a tech-savvy professional, experienced in social media, and customer service, we would like to meet you.

Our ideal candidate has exceptional oral and written communication skills and is able to develop engaging content and relationships. You should be a ‘people person’ with great customer service skills and the ability to moderate online and offline conversations with our community.

Ultimately, you should be able to act as the face and voice of our brand and manage our community communications.

Responsibilities

• Implement social media and communication campaigns to align with marketing strategies
• Respond to comments and customer queries in a timely manner
• Customer support services, including issuing of refunds and gift cards
• Adding to and improving upon customer support decision trees
• Monitor and report on feedback and online reviews
• Coordinate with Marketing, PR and Communications teams to ensure brand consistency
• Liaise with Development and Sales departments to stay updated on new products and features
• Build relationships with existing and potential customers
• Stay up-to-date with digital technology trends

Requirements

• Proven work experience as a community manager and/or customer support officer
• Experience launching community initiatives (e.g. building an online forum, launching an ambassador program, creating an event series and writing an email newsletter)
• Ability to identify and track relevant community metrics (e.g. engagement time, time before first response, customer satisfaction etc.)
• Excellent English writing skills
• Hands on experience with social media management for brands
• Ability to interpret website traffic and online customer engagement metrics
• Passable Knowledge of online marketing and marketing channels
• Attention to detail and ability to multitask
• Diploma or BSc degree in Marketing or relevant field

This job has the potential to evolve into a full time job with a salary boost.