Job Details
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Job Description
This dynamic role combines the best of both worlds: providing exceptional customer service via phone and chat AND actively managing and engaging with our online community on social media platforms. You'll be the friendly face and voice of our company, building lasting relationships with customers and ensuring they have a positive experience at every touchpoint.
Responsibilities:
Call Center:
- Answer incoming calls and chat inquiries from customers promptly and professionally.
- Troubleshoot customer issues related to orders, returns, product information, and technical difficulties.
- Upsell and cross-sell relevant products and services to maximize customer satisfaction and revenue.
- Build rapport with customers and cultivate positive relationships.
- Document call interactions and escalate complex issues when necessary.
Social Media:
- Monitor and moderate comments, messages, and discussions across our official social media channels.
- Respond to customer inquiries and address concerns in a timely and engaging manner.
- Create and share social media content that drives brand awareness, engagement, and traffic to our website.
- Stay up-to-date on social media trends and best practices to optimize our online presence.
- Identify and report online abuse, harmful content, and potential brand reputation issues.
General:
- Maintain a positive and professional attitude throughout all interactions.
- Work independently and manage multiple tasks effectively.
- Learn and adapt to new policies and procedures quickly.
- Contribute to a collaborative and supportive team environment.
Job Requirements
- Excellent written and verbal communication skills.
- Strong customer service orientation and ability to build rapport.
- Multitasking and time management skills.
- Proficiency in relevant computer software and applications (e.g., CRM, social media platforms).
- Active social media user with an understanding of online communities and engagement strategies.
- Ability to remain calm and professional under pressure.
- Detail-oriented and able to follow established procedures.
- Minimum of 2 years of on-hand experience preferably in (customer service, marketing, and communications).
