Social Media Specialist

Description:

As the Social Media Specialist, you are the go-to monitor of ICBC’s corporate social media accounts. You will provide the first response for customer enquiries and complaints related to all aspects of the corporate business. Your goal is to deliver exceptional customer service and develop responses suitable for online audiences and the social media environment.

Day-to-day responsibilities will include:

• Monitoring and reviewing social media posts and providing end-to-end problem resolution in response to customer enquiries and complaints
• The ability to handle confidential and sensitive business and customer information with appropriate discretion
• Explaining the applicable policies, procedures, programs, services and regulations to customers in understandable terms
• Adapting responses to the constraints of social media, such as diffusing issues which can otherwise quickly escalate to mainstream media
• Compiling social media data and identifying trends
• Creating social media posts including video, copy writing and asset creation

Position Requirements

The ideal candidate is able to assess potential risks to corporate reputation, understands social media best practices and is motivated to deliver high quality and creative work. They are able to multitask and manage deadlines with a strong ability to understand customer needs and build, develop and maintain valuable partnerships with those customers.

The successful candidate will bring:

• A degree in communications, marketing, digital, social media or equivalent experience
• 2 years+ in a social media role at a large corporate company
• Recent completion of professional development courses such as Hootsuite Academy and LinkedIn learning social media courses is considered an asset
• Experience using Canva, Meltwater, Facebook, Instagram, Twitter, LinkedIn, reddit, and video editing
• Experience, knowledge and proficiency in written communications, customer support and social media management