Social Media Customer Care Special - Italian Market

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 (> 2years)

• 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 Italian speaker, fluent in English

Additional Information:

• Hybrid working model

• Short-term assignment of 6 months, with possible extension