Customer Experience and Social Media Associate

Role Summary:

This role requires an experienced customer service specialist to provide excellent customer service and ensure our social media platforms and partnerships with influencers generate additional sales while also building our brand presence.

The goal is to increase customer satisfaction, loyalty, and retention by promptly responding to all inquiries the company gets from customers or potential customers. Additionally, they will seek to mitigate any negative experience a customer has and turn it into a positive one. In parallel, they will manage social media posts, perform outreach to social media influencers, and interact with social media posts as necessary.

Please fill out an intake application if you are interested in being interviewed for this position: Click to view/gGuNK8Tdj9Q3mNRS7

Responsibilities and Domains of Agency:
-Promptly respond to customer inquiries during working hours via phone calls, email, DMs and any other form of communication the company has set up to handle customer inquiries
-Take ownership of customers issues and follow problems through to resolution
-Improve customer service experience, create engaged customers and facilitate organic growth by providing an enjoyable interaction with our company
-Provide feedback on products to the wider team where applicable
-Keep accurate records and document customer service actions and discussions
-Mitigate negative reviews through outstanding customer service and care
-Maintain an engaged audience on social media platform pages and groups
-Plan, schedule, and manage cross-posting on all relevant social media platforms
-Seek and engage Influencers in our niche to help promote our brand
-Develop new ideas and strategies for engaging our customer avatar
-Build and maintain periodic reporting on audience performance and engagement
-Partner closely with the Digital Marketing Team to help them understand audiences across our social media platforms
-Document key learnings and insights around customer experience & social media trends for communication to internal stakeholders on a regular basis
-Prioritize tasks accordingly

Expected Accomplishments:
-Customers feel heard and understood when inquiring of our company
-All customers are responded to in a timely and professional manner and have their problem resolved as quickly as possible within SLA
-Feedback is provided to the wider team if there are recurring problems with a particular product
-Positive reviews are common and negative feedback remains low
-Management clearly understands the quantity and nature of inquiries received from customers
-Our customer avatar finds our social media content engaging
-Our customer avatar is introduced to our other products they may not have seen before
-Our customer avatar is given the opportunity to purchase from us again
-Social media marketing strategies are planned and coordinated in advance so our other teams can prepare for increased sessions, conversions, and sales
-Management clearly understands the quantity and quality of our interactions via social media platforms

Expected Proficiencies for Hire:
-Excellent proficiency in English (both spoken and written)
-2+ years of experience in providing customer service support
-1+ year(s) of experience managing social media posts and interactions
-Proven working experience as a Customer Service representative, manager, specialist, or a similar role
-Working knowledge of customer service software, databases and tools
-Strong client-facing and communication skills
-Advanced troubleshooting and multi-tasking skills
-Proven ability to diffuse frustration or anger through empathy and produce a positive outcome
-Highly organized with very high attention to details
-Ability to plan and execute strategies independently that align with the organization’s goals and objectives
-Proficiency in Asana, Slack, Excel, Google, Office, Loom and/or similar