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Hourly - Intermediate ($$) - Est. Time: More than 6 months, 30+ hrs/week - Posted
Social / media and customer services officerJob description The social media and customer services officer will act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency. They will also be responsible for posting content across our social media platforms though hootsuite and engage customers / manage interations across these platforms. The goal is to ensure excellent service standards and maintain high customer satisfaction. Responsibilities Post content, with great, engaging commentary relevant to brand across social media accounts. Reply and comment where necessary. Respond to social media questions and enquiries or escalate them to management where appropriate. Respond to customer emails and enquiries. Return handling Refunds into the to be actioned document Rejected shipments No quantity available shipments Orders awaiting fulfilment Order resubmission Assist the Manager with any ad hoc duties or requests. Assist the Director with any ad hoc duties or requests. Effectively resolve any consumer issues though online chat. Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships of trust through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers Effectively build your skill set Expectations To be successful in this role you will need to be driven and motivated to help the company business succeed in a highly competitive industry. You will have the desire to deliver exceptional customer service and take all measures to ensure the customer is happy and aligned with the brand. You will be familiar with social media platforms and understand what engages our audience the most so you can deliver the most relevant content. You will be an enthusiastic, team player who enjoys a challenge and is excited to expand their breadth of knowledge and skills with a company on the front line of e-commerce delivery.
Skills: BigCommerce Customer service English Grammar Facebook Marketing