Social Media Analyst
6 months ago
Overview:
Job Summary:
E-commerce Customer Success Specialist Ecommerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality.
Qualifications:
**Minimum Skills to Hire**:
- Bachelor’s degree in Marketing, Communications, Business, or a related field.
- Proven experience in social media monitoring, analysis, or customer feedback management.
- Strong analytical skills with the ability to interpret data and draw actionable insights.
- Excellent written and verbal communication skills in both English and Mandarin.
- Proficiency in social media monitoring tools and analytics platforms.
- Ability to work independently and collaboratively in a fast-paced environment.
- Attention to detail and a commitment to accuracy in data analysis and reporting.
- This individual will need to be based on-site (RTO 5).
**Preferred Requirements**
- Having high cultural awareness of political and social situations is a plus
- Proficiency in English and Chinese, Multi-lingual is highly preferred (depends on the market assignment)
- Experience in Microsoft Office Suite is preferred
**Responsibilities**:
- **Monitor social media channels, forums, and review sites via provided tool to track customer feedback and sentiment.**:
- ** Utilize keyword monitoring tools to identify relevant conversations and trends related to our brand and products.**:
- ** Analyze customer feedback data to identify recurring issues, trends, and areas for improvement.**:
- ** Collaborate with cross-functional teams including customer support, experience team, product development, to address customer concerns and improve the overall customer experience.**:
- ** Compile and present regular reports on social media feedback trends, insights, and actionable recommendations.**:
- ** Stay up-to-date with social media trends, tools, and best practices to continually optimize monitoring and analysis processes.**:
- ** Track the percentage of customer issues identified through social media monitoring that are successfully resolved or addressed within a specified timeframe.**:
- ** Assess the number of significant feedback trends and insights identified and reported on a regular basis, indicating the depth of analysis and proactive approach to addressing customer concerns.**:
- ** Evaluate the level of collaboration and effectiveness in **working with cross-functional teams to address customer feedback and implement improvements.**:
- ** Monitor the implementation of recommendations derived from social media feedback analysis and track improvements in customer satisfaction metrics over time.
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