Customer Engagement Support

We are seeking a dynamic and customer-focused individual to join our team as a Customer Engagement Support. The ideal candidate will possess excellent communication skills and a passion for delivering exceptional customer experiences. This role will primarily involve managing customer inquiries across various channels, including Bazaarvoice for product reviews and our community management platform, Sprout Social, for social media interactions. Additionally, the candidate will be responsible for responding to general customer inquiries via email and phone calls, as well as implementing strategies to increase customer reviews on our website.
Responsibilities:
1. Manage Customer Inquiries:
• Monitor and respond to customer inquiries and comments on Bazaarvoice, ensuring timely and helpful responses.
• Engage with customers on social media platforms using Sprout Social, including responding to messages, comments, and mentions.
• Provide support and assistance to customers via email and phone calls, addressing their questions and concerns effectively.
2. Increase Customer Reviews:
• Develop and implement strategies to encourage customers to leave reviews on our website, leveraging knowledge of best practices and techniques.
• Proactively reach out to customers to solicit feedback and reviews, driving engagement and brand advocacy.
• Monitor review trends and identify opportunities for improvement to enhance the overall customer experience.
3. Utilize Platform Expertise:
• Demonstrate proficiency in using Bazaarvoice and Sprout Social platforms to effectively manage customer interactions and engagement.
• Stay updated on platform features and functionalities, ensuring optimal use for customer support and engagement activities.
• Collaborate with cross-functional teams to leverage platform capabilities and enhance customer engagement strategies.
4. Maintain Customer Satisfaction:
• Uphold a high standard of customer service excellence, consistently exceeding customer expectations in all interactions.
• Escalate complex issues or unresolved inquiries to appropriate teams for further assistance, ensuring swift resolution and customer satisfaction.
• Foster positive relationships with customers through proactive communication and personalized support.
Qualifications:
• Bachelor’s degree in Communications, Business Administration, or related field preferred.
• Proven experience in customer service, social media management, or community engagement roles.
• Familiarity with Bazaarvoice and Sprout Social platforms preferred.
• Exceptional communication skills, both written and verbal, with a strong customer-centric approach.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Demonstrated ability to work collaboratively in a team environment.
• Passion for delivering exceptional customer experiences and driving customer satisfaction.
Other Information:
• Training on SAAS platform
• Access on SAAS Office Teams, MS Office, Bazaarvoice, Sprout Social
• Working hours: 7:00am to 3:30pm Pacific Standard Time
Join Our Team:
If you are passionate about customer engagement and ready to make a meaningful impact, we invite you to apply for the Customer Engagement Support position. Join us in creating memorable experiences for our customers and driving positive brand interactions. Apply now and be part of our dedicated team!