Online Community Customer Service Consultant

1 month ago

Parramatta, Australia people2people Full time

**About the business**:
Based in Sydney Olympic Park, Samsung Electronics Australia is a worldwide well-known and highly respected brand in the electronics industry. With expansion to their business, we have now an opportunity for an experienced Distribution Manager to join their operations.

**The Role**:
In addition to community management, there will be opportunities to assist across other areas of social media including campaign development and execution, reporting, content development and production as well as integrated communications including PR, events and editorial.
- Drive advocacy among the online Samsung community by engaging with our followers and customers across multiple channels including Facebook, Twitter, Instagram, LinkedIn, YouTube, Google Reviews and Samsung website reviews.
- Maintain up-to-date FAQ documentation
- Participate in brainstorms and ideation sessions, providing insights from community that may inform social content and tactics to continue to engage and delight our social media followers.
- Work collaboratively with a team to ensure consistent communication on our owned channels that adheres to the Samsung brand and relevant guidelines.
- Support with the monitor of Samsung’s webform enquiries, liaising with the PR, marketing and social teams to respond to requests and enquiries.
- Engage in meaningful conversations with customers and ensure interactions provide a positive experience, which encourages an emotional connection and affinity between the customer and Samsung.
- Conduct social listening and monitor select online communities and websites. Assist with reporting and ad hoc measurement requests.
- Proactively flag potential issues and follow appropriate guidelines for escalating with appropriate business leads.
- Provide outstanding customer experience by communicating clearly, being empathic towards the customers situation and acting in a professional manner at all times.
- Assist with social and marketing campaign activities where required including content development, scheduling posts, implementation, influencer engagement and briefings, promotions and competitions, etc.
- Other ad hoc activities such as legal approvals and administrative tasks such as product orders and finance.

**About You**:

- Strong customer servie experience
- Experience with social media platforms
- Strong written and verbal communication skills
- Proactive, organised and team player

**The Benefits**:

- Onsite Parking
- Generous staff discount
- Discounts across retail partners
- Hybrid working arrangements

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