We are seeking a highly motivated and customer-focused individual to join our team as a Social Media Customer Care Associate. In this role, you will be responsible for interacting with customers on various social media platforms to provide exceptional customer service and ensure a positive brand experience.
As a Social Media Customer Care Associate, you will be the face of our company on social media and play a crucial role in maintaining our reputation as a leader in the consumer services industry. You will have the opportunity to engage with a wide range of customers, address their inquiries and concerns, and foster meaningful relationships through personalized and empathetic interactions.
This position requires excellent communication skills, strong problem-solving abilities, and a passion for customer satisfaction. The ideal candidate should be social media savvy, with a solid understanding of different platforms, trends, and best practices.
Responsibilities
Respond promptly and professionally to customer inquiries and comments on social media platforms, including but not limited to Facebook, Twitter, Instagram, and LinkedIn
Provide accurate and up-to-date information about products, services, and company policies
Address customer complaints and resolve issues to ensure customer satisfaction
Monitor and manage social media channels to identify and report emerging trends, patterns, and areas for improvement
Collaborate with cross-functional teams to escalate and solve complex customer problems
Build and maintain positive relationships with customers by effectively managing communication and following up on commitments
Stay up-to-date with industry trends, competitor activities, and customer preferences to continually enhance the customer experience
Requirements
High school diploma or equivalent; some college preferred
Previous experience in a customer service or social media role is a plus
Excellent written and verbal communication skills
Strong knowledge of social media platforms and their respective functionalities
Proficiency in using social media management tools and CRM software
Ability to multitask and prioritize workload in a fast-paced environment
Exceptional problem-solving skills and the ability to remain calm under pressure
Strong attention to detail and accuracy
Ability to work both independently and collaboratively as part of a team
