Social Media Customer Care Manager

Location: Kyeemagh, New South Wales
Job Type: Contract
Posted: 15 days ago
Contact: Aine Grimes
Reference: 185815_1530515246

Our client, an iconic Australian brand are seeking a Social Media Communications Manager who will be responsible keeping customers abreast of changes to services, customer disruptions, major crisis management etc via social media platforms such as Twitter, Facebook etc

The Communiy Manager will be responsible for:

  • Day-to-day management of customer queries sent through the Wi-Fi portal
  • Responsible of the escalation of any potential communications issue that arises through customer communications on the Wi-Fi portal
  • Day-to-day analysis of traffic through Messenger chat on the Wi-Fi portal
  • Responsible for exploring optimisation opportunities across chat functionality on the Wi-Fi portal
  • Regular contact with broader Social Media team for knowledge sharing and updates of Wi-Fi activity
  • Work with Crisis Manager in developing crisis preparation documents
  • Approval and sense checking of crisis approach plans
  • Regular contact for contact platform optimisation and feedback
  • Community management of customers using the Wi-Fi portal

Knowledge and Experience

  • 3+ years of experience in Social Media or Customer Care
  • Excellent communication and stakeholder management skills
  • History of working across multiple social media platforms
  • Ability to test and improve plans and procedures
  • A focus on future proofing the company against possible threats in the social media space
  • Ability to manage a large number of stakeholders with competing priorities

For more information or a confidential discussion, please contact Aine on 02 9409 4817 quoting reference: 185815.

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