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