Travel Social Media Executive

Location
Surrey, England
Salary
£20000 - £26000 per annum + Plus great benefits!!
Posted
31 Jan 2019
Closes
28 Feb 2019
Ref
21568
Contact
Helen Cassin
Job function
Marketing & PR
Hours
Full Time
Contract Type
Permanent
Are you a travel professional who has a flare for all things social media? My client is a very successful Surrey based tour operator who are looking for an energetic and talented Social Media Executive to join their customer service team. The successful candidate will manage all conversations and questions with guests on social media / live chat channels, this role is pivotal to enable this company to deliver exceptional service at all stages of the customer journey.

This individual will be a strong communicator, with a good knowledge of the social landscape and have a passion for brilliant customer experience. The candidate will need to develop an engaging and impactful experience for our social communities that reflect the exceptional holiday experiences, you will also have the ability to manage live chat conversations and responses to clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
* Work alongside the GTS team to ensure guest communications are relevant and guests are responded to within an agreed timeframe, closing each and every conversation down effectively.
* Our ideal candidate has exceptional oral and written communication skills and is able to develop engaging customer conversations. You should be a 'people person' with great customer service skills and the ability to moderate online and offline conversations with our community.
* Ultimately, you should be able to act as the face and voice of our brand and manage all community communications.
* Providing engaging text, image and video content for social media accounts
* Responding to comments and customer queries in a timely manner
* Downloading customer feedback from social media sites and our 3 customer surveys.
* Respond to each piece of feedback using our brand voice and ensuring that each client's comment has been fully addressed. Decide on the most appropriate channel of response (online, email, telephone) based on the customers issue. Ensure that all customer comments are responded to within the SLA
* Compile a tracker of guest feedback and highlight any themes and trends on a weekly and monthly basis
* Responding to guest and trade service emails during peak periods
* Organize and participate in all social platforms to build community, boost brand awareness and drive leads to either the web or our sales team
* Coordinate with Marketing and PR teams to ensure brand consistency and to flag in good time and potential issues that may need escalating or careful messaging
* Liaise with Development and Sales departments to stay updated on new products and features
* Build relationships with customers, potential customers and potentially industry professionals
* Stay up-to-date with digital technology trends

EXPERIENCE:
* Proven work experience as a Social Media Manager
* Experience of working within the Travel Industry
* Excellent verbal communication skills
* Excellent writing skills
* Hands on experience with social media community groups for brands
* Ability to interpret website traffic and online customer engagement metrics
* Attention to detail and ability to multitask

THE PACKAGE:
The successful candidate for this exciting new role can expect a basic salary in the region of £26000.00 plus there are some fantastic company benefits on offer too!

INTERESTED?
If you would like to be considered for this great new role within the travel industry please follow the link and click "apply" send your CV to Helenc@traveltraderecruitment.co.uk or call Helen Cassin on 01293 850647 for more information.


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