Job Summary:
The Online Community Manager will serve as the primary point of contact for all inquiries generated through online social channels and will serve as a community manager across multiple business, ensuring consistent communication with all audiences. This individual will be responsible for managing online inquiries, addressing client/customer concerns, and fostering positive relationships through various digital channels. The ideal candidate will have excellent communication skills, a strong customer service orientation, and a passion for delivering exceptional online experiences.
Key Responsibilities:
Online Engagement: Interact with clients/customers through online channels, including live chat on socials, social media comments and content moderation, and online forums, to address inquiries, provide assistance, and resolve issues in a timely and professional manner.
Client/Customer Support: Provide proactive and responsive support to clients/customers, offering guidance, troubleshooting assistance, and solutions to ensure their needs are met and concerns are addressed effectively.
Relationship Building: Cultivate positive relationships with clients/customers by actively listening to their needs and working with relevant teams to troubleshoot grievances.
Online Reputation Management: Monitor online conversations and reviews related to our company, products, or services, and respond appropriately to maintain a positive online reputation.
Feedback Collection: Gather feedback from clients/customers regarding their experiences, preferences, and suggestions for improvement, and relay this information to relevant teams to inform product/service enhancements and process improvements.
Cross-functional Collaboration: Collaborate with internal teams, including sales, marketing, product development, and customer service, to address client/customer needs, share insights, and ensure a seamless online experience across all touchpoints.
Data Analysis: Track and analyze online interactions, customer feedback, and performance metrics to identify trends, patterns, and opportunities for optimization, and provide actionable insights to drive continuous improvement.
Online Community Management: Engage with online communities, groups, and forums relevant to our industry or target audience, sharing valuable content, participating in discussions, and building brand awareness and loyalty.
Qualifications:
Proven experience in customer service, client relations, or online community management role.
Excellent written and verbal communication skills, with a strong command of grammar and spelling.
Proficiency in using online communication tools and platforms, such as social media platforms and online forums.
Ability to empathize with clients/customers and effectively address their needs and concerns with patience and professionalism.
Strong problem-solving skills and the ability to think critically and creatively to resolve issues and exceed client/customer expectations.
Detail-oriented with excellent organizational and time management skills, capable of managing multiple tasks simultaneously in a fast-paced environment.
Positive attitude, adaptability, and a willingness to learn and grow in a dynamic and evolving industry.
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