The Role

The Social Media Analyst is responsible for monitoring the activity and movement of the brand in different social networks, as well as interacting with customers to address their concerns, answer their questions and assist them with their needs. A SoMe Analyst will often answer customer comments, questions and concerns on social media.

This role requires strong communication and collaboration skills to ensure effective responding and timely delivery of data.

Main responsibilities

• Listen to customers’ concerns, issues and questions.
• Maintain a positive attitude and calmly respond to customers’ complaints.
• Provide support to our customers answering comments and chats through social networks.
• Sharing the status of cases reported by users.
• Generate conversation and engagement in our social networks through effective response.
• Implement the brand's voice and tone in written communication.
• Attract customers by promoting the product and company positively, answering questions and addressing concerns as they arise
• Collect feedback and suggestions from customers and prospects.
• Monitor progress: Make weekly data reports.
• Communicate with stakeholders: The SoMe intern will need to communicate regularly with stakeholders to keep them informed about issues and questions

What we are looking for

• Spanish speakers
• Currently enrolled in accredited college or university in marketing or related field of study

• Excellent spelling and writing skills.
• Customer Obsession: Passionate about Customer Service.
• Great people skills: good listeners and empathetic to customers' pains.
• Ability to receive feedback.
• Analytical, multitasking and data-driven skills.
• Creative problem solver.
• Knowledge of Social Media platforms.

Strong preference

• Minimum 6 months experience in service orientation and/or customer facing processes specifically in social media management*