🛒 The after sales service
This one is the representative of your services and your brand on your networks. He must be able to respond quickly; comments, questions, mentions, emails and messages, nothing escape him; he knows how to propose an approach or an issue in any situation.
It must, therefore, be familiar with your corporate culture, know how it works, the refund policy, and the conditions of return.
Its role is also to increase the presence of your brand on the networks by taking interest in topics, participating in discussions and following news and trends. This is the technical intelligence part of this type of Community Manager.
Donations: Strong in communication, good-natured, calm/patient, empathic (wanting to help others), unblocking problems (helping)
🎭 The newsjacker
The newsjacker is the person who will push further the technical intelligence role of the SAV, he will have to be on top of the news, announcements on social networks, trends, and articles that interest the public. As soon as he finds high potential information with an interest for your community, he will share it and take ownership of it by moderating/tempering consistent with products/services and your market positioning. Most often, he will give his thoughts or his opinion on the subject, which will be interpreted for the “official” note of your company on the subject. Newsjacking is a pure diversion of content, its success is linked to the speed of information sharing because this technique uses the exponential propagation of a “buzz”.
Merits: addicted to information, effective monitoring/screening, and good judgment.