Social Media Moderator - Customer Service Intern

STEP Consulting is a seasoned and talented team of experienced consultants, whose vision is to help customers grow themselves and their businesses. We have rapidly grown as it provides Marketing and Entrepreneur solutions. It also provides platforms for start-ups, Web Applications, and Digital Marketing. We are hiring a talented entry-level Social Media Moderator - Customer Service Intern to join our team. If you're excited to be part of a winning team, STEP Co. is a great place to grow your career. You'll be glad you applied to STEP.

Job Description:

• Communicates with followers as well as responding to queries and monitors customers reviews.
• Managing consumer interactions by ensuring timely responses to all comments, messages, reviews and visitors posts.
• Responsible for social media support, including maintaining Facebook posts stock as per the page strategy.
• Responsible of generating consistent reports on a weekly and monthly basis.
• Assists in establishing and maintaining consistent brand image throughout digital platforms.
• Create creative captions matching the season as well as the brand persona.
• Assists in the printing of promotional materials, distribution on sites and maintenance of branding materials.
• Assists in getting quotas from different suppliers for best reach of effectiveness of quality vs. cost while maintaining time delivery as planned.
• Supports and provides superior service via phones, e-mails and faxes as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue ensuring full customer satisfaction.
• Answers inbound calls and respond to customer requests to ensure customer satisfaction.
• Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.
• Maintains the agreed on average handling time as defined by Contact center Management guidelines to ensure ease of accessibility and maintain the agreed on SL.
• Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target.
• Builds customer’s interest in the services and products offered by the company and offer cross selling and/or up selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share and raise up the ARPU.
• Updates the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions.
• Notifies the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.
• Maintains the required knowledge level of the company’s products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer.
• Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality.
• Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position.
• Recommends process improvements to facilitate the Customer care work and delight the customers.

Application Deadline: 10/02/2022

Internship Start date: 16/02/2022

Duration: 3 Months