Social Media Customer Care Specialist - French Market

Job description

About Smartbox : Smartbox provides experience-based gift solutions, allowing customers to choose from a wide range of activities, including travel, gastronomy, and wellness. Operating across multiple European markets, the company connects a large network of partners with millions of users. Its model offers flexibility through voucher exchange, extended validity periods, and access to a diverse portfolio of experiences. Customer service, digital tools, and ongoing product improvements are central to enhancing the overall user experience. Job Description: We are looking for a proactive, customer-focused individual to join the Content Marketing Director’s team. This role is centered on managing customer interactions on social media . If you are a natural communicator, detail-oriented, and passionate about digital customer service, this role is for you. Key Responsibilities: Respond to customer messages and inquiries on social media channels (Facebook, Instagram, LinkedIn, etc.) in a professional and timely manner to strengthen Smartbox’s brand image. Act as a brand ambassador by relaying and reflecting Smartbox’s key PR messages in all public interactions (social media, reviews, and external platforms). Work closely with the Social Media team to ensure consistent and aligned communication with the brand strategy. Identify recurring issues and propose solutions to improve the customer experience. Provide regular reporting on customer interactions, trends, and key feedback. Required Profile: Proven experience in customer service on social media and external review platforms (> 2 years) Strong digital communication and professional writing skills. Ability to handle sensitive situations with diplomacy and professionalism. Autonomous, organized, and responsive in daily message and comment management. Knowledge of the experience gifting or e-commerce sector is a plus. Native French speaker, fluent in English Additional Information: Hybrid working model Short-term assignment of 6 months, with possible extension