We are currently looking for an SMM Specialist with Customer Service for our New York Water Sports project.
The ideal candidate should be experienced in managing Social Media accounts, organized, detail-oriented, highly motivated, and possess excellent communication skills in order to provide exceptional Customer Service.
Key Skills
- Proficiency in spoken and written English (Fluency in other languages is a plus)
- Own computer and reliable internet access
- Proven experience in SMM (Instagram, Facebook, and LinkedIn), preferably with USA clients
- Experience with analytics and reporting
- Knowledge of paid social media advertising
- Excellent communication and interpersonal skills: clear and concise verbal and written communication to effectively interact with customers
- Active listening: Paying close attention to customer needs and concerns
- Problem‑solving abilities: Analyzing situations, identifying root causes, and finding solutions
- Customer service orientation: Genuine desire to help customers and provide positive experiences
- Adaptability: Handling diverse customer inquiries and situations with flexibility
- Computer skills (CRM, Microsoft Teams, Excel, working with files in different formats)
- Highly organized, with strong attention to detail and the ability to manage multiple tasks simultaneously
Schedule
Monday – Friday, full‑time, between 12pm and 8pm (according to New York time)
What We Offer
- Competitive salary paid bi‑weekly in USD
- Ability to work remotely from almost anywhere in the world
- 7 days of paid annual vacation after one year of employment
- We provide our employees with IP phones as the instrument to connect to USA customers as well as all the necessary software (CRM, virtual fax machine, SMS service, VPN)
- Open‑minded management, who are easy to contact
- Equal opportunities for people of any age, gender, or nationality
- Opportunity to learn such skills as adaptability, conflict resolution, prioritization & time management, work ethic, professional email communication, report preparation, etc.
- Spanish‑language and self‑development courses through popular platforms
Responsibilities
- Content Creation and Scheduling: Developing engaging content (text, images, videos) and planning its distribution across platforms according to a content calendar
- Community Engagement: Responding to comments, messages, and mentions, and actively fostering interaction with followers to build a strong online community
- Social Media Strategy Development: Creating and implementing social media plans that align with overall marketing goals, including identifying target audiences and platform selection
- Performance Analysis and Reporting: Tracking key metrics (engagement, reach, traffic) using analytics tools, and providing reports to stakeholders on social media performance
- Campaign Management: Planning, executing, and monitoring social media advertising campaigns and promotional activities to achieve specific marketing objectives
Customer Service
- Answering customer inquiries: Addressing questions about products, services, billing, and account details
- Resolving customer issues: Identifying problems, troubleshooting, and finding solutions to customer concerns
- Managing customer complaints: Handling complaints professionally, de‑escalating situations, and finding appropriate resolutions
- Providing product information: Explaining features, benefits, and specifications of products or services
- Processing customer orders: Taking orders, verifying information, and ensuring accurate processing
- Maintaining customer records: Updating customer information and tracking interactions within the CRM system
- Following up with customers: Ensuring timely resolution of issues and checking customer satisfaction
Apply by sending your resume in English to our email together with a cover letter and your salary expectations.
Looking forward to hearing from you!
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