We are seeking a dynamic and enthusiastic individual to join our team as a social media customer service representative. In this role, you will be the front line of our brand's online presence, interacting with customers across various social media platforms to provide exceptional service and support. If you have a passion for helping others, excellent communication skills, and a knack for problem-solving, we want to hear from you!
1. Monitor social media channels (e.g., Facebook, Twitter, Instagram, YouTube, etc) to promptly respond to customer inquiries, comments, calls, and messages in a friendly and professional manner
2. Address customer concerns, complaints, and feedback effectively, striving to provide timely solutions and exceed expectations
3. Cultivate positive relationships with customers by embodying the brand's values and voice in all interactions, promoting loyalty and trust
4. Recognise and escalate complex issues to appropriate teams or supervisors for a swift resolution, ensuring customer satisfaction
5. Review user-generated content and comments to maintain a respectful and supportive online community, adhering to company guidelines and policies
6. Track, maintain and analyze social media metrics and customer interactions to identify trends, patterns, and areas for improvement, contributing insights to enhance service quality
