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Social Media Specialist

2 months ago

United Kingdom Konecta Full time

Who are we?

Konecta is a leading innovative global service provider in customer management business process outsourcing, with 130,000 passionate employees working in 30 languages across 4 continents and 26 countries.

Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies.

Headquartered in Madrid, Konecta delivers global revenues of approximately €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.

Social Media Specialist

As a Social Media Specialist , you will part of a social media team within the Danone Careline responsible for all customer interactions through social media channels. Your main focus will be to handle consumer queries and concerns across platforms such as Facebook, Twitter, Instagram, and other social media outlets, ensuring timely and effective resolution of issues.

You will support the day-to-day social media operations, including proactive and reactive conversation of specific brands, providing best-in-class service to the client. You will be responsible for publishing, monitoring and moderation of social engagement, including the response and handling of complaint’s received on various social and digital channels in line with our brand tone of voice.

Additionally you will support the Danone Careline team assisting consumer’s across all contact channels, acting as first point of contact for the consumers of the entire range of Danone products, and will handle queries and consumer complaints in relation to these products and their consumption.

The role requires you to have excellent interpersonal skills, and the ability to respond to consumers and parents in an empathetic, caring and friendly manner.

Skills Required:

  • Ability to communicate effectively and empathically with a wide range of consumers and members of the public through social media platforms.
  • Excellent written and verbal skills.
  • Ability to take ownership of each customer journey, anticipating needs and persevering to resolve cases through personalized solutions.
  • Demonstrable experience in social media management and customer service roles.
  • IT skills: Proficient in using social media management tools, Google Suite, and Microsoft Office. Strong typing skills are essential.
  • Flexible to work shifts.
  • Self-motivated and a team player.
  • To have fun at work

Why work for us?

  • Konecta UK working culture of fun and sociable team environment
  • Pension Scheme
  • Eye test vouchers and discounts
  • Discounted corporate gym membership with Nuffield
  • Involvement with local charities and fundraising days
  • Campaign specific benefits including discounts, incentives and prizes
  • Recommend a friend scheme paid reward of £500 +
  • Apprenticeships qualifications and career flight path schemes
  • Recognition and reward schemes with Love to Shop Voucher rewards.
  • Cycle to work scheme

Operational Days and Hours

With given notice, Konecta reserves the right to change your working hours.

Please note that whilst you will be supporting the Danone contract, whose opening hours are 10am – 10pm Monday to Friday and 9am – 5.30pm Saturday & Sunday, your Konecta contracted hours will be 8am - 10pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business.

Systems & Training

Full training will be given by Konecta and will include supporting on-going training requirements for the duration of the project.

You will also receive a full company induction that will include many areas such as Data Protection Act and all other systems and soft skills training.

Achievement results and opportunity for Growth

The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience.

Specialists are required to meet established individual SMART objectives as set. Targets will be confirmed, but will include productivity, Customer satisfaction, data capture accuracy and call quality targets.

These will be communicated by the Team Leader (on behalf of the client).

Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.