I work in customer service for H&M group, creating the best customer experience by implementing efficient ways of working that result in First Contact Resolution with our customers. By evaluating weekly KPIs, I concentrate on written communication for the specialized teams on site (Social Media, Chat, Bi-Lingual, Canadian) and help with templates that match the H&M Group's Tone of Voice (there are nine brands under the H&M umbrella). SKILLS: SYSTEMS: SOCIAL MEDIA: Responding to customer service related questions via a separate platform (Vergic) Respond to all customer service related queries, in English, on H&M’s global Facebook, Twitter and Instagram accounts; in addition to H&M’s internal social media application The Insider. Escalate any non-English posts to the appropriate country for a response. Remove spam and inappropriate content on all global and local social media channels. Support with managing contacts to the US Public Relations/Press phone and escalate crisis situations. Ability to communicate in both long form and short form with the H&M TOV in mind (140 characters or less)