Social Media Customer Relations Advisor
3 weeks ago
**Social Media Customer Relations Advisor**
**Role Objective**:
You will take the lead on the day to day management of the customer service function for a product manufacturer’s social media channels.
We are looking for someone with experience of managing social media accounts via an integrated platform, ideally for customer service purposes.
The aim of the role is to deliver responsive customer service and manage complaints in an effective and positive way.
**Role Responsibilities**:
- Managing day to day customer queries via social media, resolving routine and product related issues, and ensuring a high level of first contact resolution.
- Liaising with technical and product teams where necessary to answer product related queries.
- Responding in line with the corporate brand guidelines and tone of voice so that customers feel valued and are being communicated with in a way that is appropriate, both via public and private messages
- Responding to customers who provide negative reviews for the brand.
- Reporting on activity and identifying any trends (such as regular issues and problems) and working with wider team to improve overall customer experience.
- Complying with the provisions of GDPR and the Data Protection Act and to maintain confidentiality.
**We would love to meet someone with**:
- Previous experience of working as a customer call handler in a customer services capacity.
- Existing knowledge of social media monitoring and management software
- Excellent written business communications.
- Attention to detail.
- Knowledge and understanding of internal processes and procedures, good computing, and numeracy skills.
- The ability to follow process but also think on your feet and be adaptable.
- Ability to understand and anticipate customer needs.
- Strong teamwork with a high level of motivation.
- A real desire to go above and beyond for customers.
- Openness to a broad range of activities even if outside of standard expectations.
**Job Types**: Part-time, Temporary contract, Fixed term contract
Contract length: 6 months
Part-time hours: 15 per week
**Salary**: £20,000.00-£22,000.00 per year
**Benefits**:
- Flexitime
- On-site parking
- Work from home
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Newport Pagnell: reliably commute or plan to relocate before starting work (required)
**Education**:
- A-Level or equivalent (preferred)
**Experience**:
- customer service: 2 years (required)
Work Location: Hybrid remote in Newport Pagnell
Reference ID: NCR136
Expected start date: 30/01/2023
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