The Social Element - Engagement Specialist & Moderation

At The Social Element, we help the world's best known brands and agencies build amazing relationships with their customers. We offer a full range of social media services which ranges from moderation, insights, content creation, localisation to social media customer care and engagement.

We are always looking to expand our talent pool of Engagement Specialista with native-level Russian to work with our brilliant Services team. This involves interacting with users on social media answering their questions, dealing with complaints, inquiries, etc. on behalf of our clients. Having outstanding Russian linguistic skills is a must as you'll be publishing content on our clients' social media channels, and representing their brands. There will be some occasional localisation work involved as well.

This is a remote work opportunity. All onboarding, training and working hours are carried out from home.

WORKING HOURS

We are on the lookout for people with any availability during the week and weekends.

THIS ROLE MAY BE FOR YOU IF

You will have a good understanding of written and spoken English, in addition to your outstanding Russian language & grammar skills.

Your background experience comes from either engagement, social customer care, moderation, translation, localisation, copywriting, and/or community management.

You are confident with digital technology, and you know the latest trends in social media like the back of your hand. You have professional or strong personal experience with Social Media channels i.e. Facebook, Twitter, Instagram, Snapchat, Youtube, Pinterest, etc.

You have an easy way around computers and new technologies. You can easily pick up the use of new apps and programs in no time.

You are empathic and understanding towards users' inquiries. You understand how important the tone of voice is, and the way you address customers. Most importantly, you'll have sound judgement and brand awareness, as you have to make sure posts respond in accordance with our client's policies and guidelines.

Key Accountabilities

Effective interaction with our clients' consumers, following their social media strategy, brand guidelines, and tone-of-voice guidelines

WHAT YOU'LL BE DOING

  • Work autonomously to deliver an effective service for our clients, across a variety of social media channels

  • Understand the client's social media strategy, tone-of-voice, and brand guidelines, so you can communicate with customers efficiently and effectively

  • Respond to complaints, queries, and to engage with the online audience

  • Be responsible for the reputation of the brand online

  • Work closely with senior members of the Client Services and Services teams to ensure the project is successfully managed

  • Collate and share feedback and insights gained from social media management of the client's channels

  • Complete shift reports (internal reports) accurately and on time

ABOUT YOU

  • You'll be expected to already be immersed in social media, but also show willingness to keep up-to-date with industry standards, research, and best practice

  • In-depth knowledge of social media platforms and their audiences

  • Commercial community and social media management experience, either with a brand, or digital agency

  • Native-level Russian, and fluent English

  • Attention to detail along outstanding Spanish grammar and language skills is a must, as you'll be publishing content publicly online

  • Experience of using Facebook, Twitter, Instagram, YouTube, and Google+; experience of platforms such as Pinterest, Instagram, and Vine would be a bonus

  • Adept at collating and analysing social media data for client reports

  • Confident using, and learning about, new social media technology

HOW TO APPLY

If all this sounds like you, simply upload your CV and a covering letter (or a link to your cover letter video if you prefer). *Make sure to include the following details in your cover letter/video, or we won't be able to process your application:

Details of your experience in social media

Details of your customer service experience

Why you are interested in being part of our team at The Social Element

The Social Element is a global social media management agency delivering high-quality, multi-lingual social media management, customer care, social listening, insight, and consultancy. It also offers crisis management training and simulations via its partner brand, Polpeo.