Chat Specialist

Social Media Chat Specialist

Are you a highly engaging and customer-focused individual with a passion for social media? We are seeking a dynamic Chat Specialist to join our team and take charge of both outbound and inbound interactions on our social media pages as well as other tasks.

As a Chat Specialist, you will be the front-line representative of our company and brand, ensuring exceptional customer experiences and fostering meaningful connections with our audience.

Responsibilities:

Outbound Engagement: Initiate conversations and engage with our audience through proactive outreach, responding to comments, and reaching out to potential customers on our social media platforms, mainly Instagram and TikTok.

Inbound Support: Provide timely and friendly responses to incoming messages, inquiries, and comments, addressing customer queries, concerns, and feedback in a professional and empathetic manner.

Brand Representation: Embody our brand’s voice and persona while interacting with customers, maintaining a positive and approachable tone that aligns with our values and image.

Social Media Management: Monitor our social media pages, keeping a vigilant eye on comments, messages, and mentions, and promptly escalating any urgent issues to the appropriate teams.

Customer Relationship Building: Cultivate strong customer relationships by actively listening to their needs and offering personalized solutions, enhancing their overall experience with our brand.

Issue Resolution: Investigate and resolve customer complaints or issues effectively, demonstrating empathy and taking appropriate steps to ensure customer satisfaction and retention.

Knowledge Sharing: Stay informed about our products, services, promotions, and industry trends to provide accurate and up-to-date information to customers.

Data Management: Maintain detailed records of customer interactions and inquiries, as well as valuable insights gained from these interactions, to contribute to improving our social media strategy.

Requirements:

Exceptional Communication: Excellent written communication skills with a flair for crafting engaging and persuasive messages that resonate with our audience.

Customer-Centric Approach: A strong focus on providing exceptional customer service, understanding customer needs, and going the extra mile to exceed expectations.

Social Media Savvy: Proficient in various social media platforms, including but not limited to Facebook, Twitter, Instagram, and LinkedIn, with a deep understanding of social media etiquette.

Empathy and Patience: A patient and empathetic demeanor to handle customer inquiries and issues with understanding and grace.

Problem-Solving Skills: The ability to think on your feet and find creative solutions to customer problems or challenges.

Time Management: Efficiently manage multiple conversations and prioritize urgent inquiries to ensure all customers receive timely responses.

Adaptability: Willingness to adapt to changing social media trends and strategies, staying ahead of the curve in the dynamic world of social media.

Previous Experience: Previous experience in customer service, social media management, or chat support roles is an advantage.

If you thrive in a fast-paced, social media-savvy environment and are passionate about building meaningful connections with customers, we want you on our team! Join us as a Chat Specialist, and together, we’ll make a positive impact on our brand’s social media presence and customer interactions.