Social Media Customer Service

These full-time and part-time temporary roles are working for a high-profile employer in an extremely varied administrative and extensive Customer Service-related role within the Social Media Department.

Job Profile

The Social Media team are responsible for responding to comments on various Social Media platforms. This would include Facebook, Twitter etc. You will work on a platform which means you are not replying directly on Twitter etc, but all comments go via the platform. Your responses do however go live to the public without being vetted. You are working in a real time environment. Accuracy therefore is essential.

Responsibilities include

The comments are a real variety of positive and negative feedback and can be around products, delivery, click and collect and service. Your initial response will often be to call the customer to try help rather than going backwards and forwards on media, but you will also be responding with Tweets etc on an ongoing basis. It is fast paced, target driven, and you need to be able to adapt to change whilst delivering key metrics.

You will need to adapt your style to the individual customer and mirror their language. Posts are brief and regularly contain emojis. You also need to apply personality to the response.

Additionally, you need to be able to work as part of a team. When a larger situation arises, it is all hands to the deck to reduce risk to reputation.

There are a range of areas this company work in, so you will have a lot to learn! E.g., they cover insurance, mobile phones, money etc as well as groceries and clothes/home appliance etc.

It is a contact centre environment - not just running a Social Media platform.

Qualifications, skillset and/or experience required:

• Experience and ability to work to targets
• Confidence to make phone calls where required
• Some experience in customer Service/Contact Centre background
• You need to be able to react quickly
• Have an excellent eye for detail
• Have very good written English and communication skills
• Be the type of person who recognises punctuality is key and you are always on time
• Be on the ball and use initiative

Hours:

Full and part-time shift patterns available.

Location: Hybrid / Leeds City Centre

Salary: £11.44ph

Due to the amount of response we receive, unfortunately we are not able to give feedback to individuals, if you have not heard back within 5 days please assume that you have not been successful for the role you have applied for. By applying to this advertisement, you are hereby giving consent for Jo Holdsworth Recruitment to hold your details for a 30 day period and contact you via any method of contact you have listed on your application. (Jo Holdsworth Recruitment - Recruitment Agency)