Social Media Community Manager

5 hours ago

Mandaluyong City, National Capital Region, Philippines Business Trends Philippines Full time ₱400,000 - ₱600,000 per year

About the role

Reporting to the Head of Marketing, this Community Manager role will be responsible for growing and engaging the online community.

What you'll be doing

· Monitors customer feedback and customer sentiment on client's official social media platforms.

· Provides timely, relevant, and professional customer service support to private sector customers from receipt of an inquiry via Salesforce and other official communication platforms (e-mail, Facebook, Twitter, Instagram, YouTube, TikTok, Website). Responds to and addresses inquiries from private sector customers regarding transactions, ensuring proper documentation of all interactions.

· Shares and promotes user-generated content created by customers.

· Ensures all customer inquiry cases are closed within a 24 to 48-hour turnaround time on weekdays and a 72-hour turnaround for inquiries done on Fridays, after office hours. Office working hours are Mondays to Fridays, 8:00 am to 5:00 pm.

· Escalates, when necessary, inquiries/concerns of customers to the proper person/department within client's office that can satisfy the inquiry of said persons.

· Based on client's specifications, prepares monthly community management report and analysis of all customer feedback and inquiries received on client's official social media platforms including status of inquiry and actions taken.

· Remain updated and aware of the latest viral trends and other digital and industry trends that may be relevant to client's social media and community management needs

· Assists client in a variety of customer care tasks and/or adhoc special events, when needed.

Qualifications

  • Holds a Bachelor's degree in communications, business, marketing, or any related course
  • Has at least 2 years' proven work experience as a community manager or a similar role
  • Has a clear understanding and experience in tracking and identifying relevant KPIs and metrics for social media/community management
  • Has good digital / technical skills to manage and monitor social media platform accounts
  • Has good analytical skills to draft and present community management reports on customer feedback and insights
  • Must have excellent written and oral skills in business English
  • Must demonstrate empathy, good problem solving attitude, and active listening skills in order to determine the proper content and tone when replying to customer inquiries and complaints
  • Knowledge and/or experience using social media community tools is highly desired.
  • Knowledge and/or experience using Salesforce is considered an asset.
  • Ethical and efficient use of AI/productivity tools is considered an asset.
  • Able to work with minimum supervision.

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