As a Social Media Advisor you will ensure that all contacts are responded to within the Service Level Agreement.
You will do this by constantly and consistency having a quality approach to all our Social Media channels.
Job Description.
* Ensure all contacts are responded to within SLA.
* Maintain the brand tone of voice.
* Create opportunities to engage with customers positively promoting the brand and products.
* Protect the brand from negative engagement across social media platforms.
* Maintain high productivity and accuracy levels.
* Communicate clearly - flagging any potentials issues with the Social Media Manager and team, being mindful of shift crossovers.
* Flag high risk contacts with the Social Media manager that require internal escalation and may require a non-standard approach and/or response.
* Alert internal teams/departments to product/promo/Ad/site issues flagged by customers.
* Complete Feefo Moderations
* Update Review Tracker
* Ensure customer queries received by post are logged and responded too.
* Provide Store line Evening Cover
Experience and skills:
* Strong writing, reading and communication skills.
* Good grasp of spelling & grammar
* Good eye for detail
* Able to investigate cases looking for key areas of concerns to inform the tone of the customer responses.
The...