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.
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.
Refunds into the to be actioned document
No quantity available shipments
Orders awaiting fulfilment
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
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.