About Twish Technologies
Twish Technologies is an innovative company revolutionizing the beauty, wellness, and collaborative commerce industries with advanced digital platforms. Our projects include Twish Beauty, Twish Cart, Twish Spa , and many other technology solutions.
We are also an IT service provider specializing in web and mobile development , design and digital marketing. To support our growth, we are looking for a talented Community & Content Manager , with a good sense of digital marketing and graphic design , to strengthen our online presence and engage our communities.
Main missions
As a Community & Client Manager , you will be in charge of digital communication, branding and community management on our various platforms. Your main missions will be:
- Provide proactive and personalized assistance to customers during their purchases and reservations
- of services.
- Effectively manage claims, refunds and returns, ensuring solutions
- fast and satisfactory.
- Respond to requests via online chat, email, social media and calls ensuring a
- smooth communication.
- Ensure rigorous monitoring of orders and services, from purchase to delivery or execution
- benefits.
- Digital Engagement & Community Management
- Interact with customers on social media and forums, strengthening the brand-
- customer.
- Monitor customer reviews and trends, passing on relevant feedback to teams
- concerned.
- Create and share useful content (guides, FAQs, explanatory videos) to improve
- user autonomy.
- Encourage loyalty and word of mouth by engaging the community and
- brand ambassadors.
- Order Management & Service Coordination
- Ensure the efficient processing of orders and reservations, in collaboration with the teams
- logistics.
- Coordinate the delivery of Twish Cart products and the smooth running of Twish services
- Beauty and Twist & Go.
- Work with suppliers and partners to resolve any errors or delays
- order.
- Ensure compliance with quality and customer satisfaction standards at every stage of the
- user journey.
- Analysis & Improvement of Customer Experience
- Track performance indicators ( KPIs ) such as customer satisfaction ( CSAT ), the rate of
- loyalty and response time.
- Identify friction points in the customer journey and propose improvement solutions
- continue.
- Leverage CRM and data analytics tools to personalize support and anticipate
- user needs.
- Participate in the implementation of loyalty and recommendation programs to maximize
- the commitment.
- Continuous Improvement & Innovation
- Monitor evolving trends in customer service and engagement technologies
- digital.
- Contribute to the development of automations ( chatbots , interactive knowledge bases)
- to optimize assistance.
- Collaborate with marketing, product, and operations teams to ensure a seamless experience
- and coherent.
- Participate in the training of new recruits and the optimization of internal processes.
- Key Performance Indicators ( KPIs )
- CSAT (Customer Satisfaction): Maintain satisfaction above 85%.
- Average Response Time: Respond to requests within 2 hours during business hours.
- Fast resolution rate: 85% of issues resolved within 24 hours.
- NPS (Net Promoter Score): Achieve a score of 8+ to measure customer loyalty.
- Digital Engagement: Improving the responsiveness and impact of interactions on platforms
- Twist .
- Order Accuracy Rate: Maintain 99% accuracy on transactions.
Desired profile
- 5 years of proven experience in customer support or experience as a customer service agent
- History of exceeding quotas
- Strong telephone contact and active listening skills
- Familiar with CRM systems and practices, E-commerce
- Strong social media management skills required
- Customer orientation and adaptability/to respond to different character types
- Excellent communication and presentation skills
- Versatility, ability to prioritize and manage time effectively
- High school diploma
- Being bilingual (English French), an asset
- CV + Portfolio Mandatory
Why join Twish Technologies?
- Work on innovative and impactful projects in the beauty, wellness and collaborative e-commerce sectors.
- Grow in a dynamic and stimulating environment with a passionate team.
- Opportunities for growth and advancement within the company.
- Work kit provided: Computer + unlimited internet box.
How to apply?
Send your CV and portfolio to contact@twishtechnologies.com with the subject line: Community & Client Manager Application – [Your Name and Surname] .
We look forward to discovering your talent and building the future of digital marketing with you at Twish Technologies
