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The Digital Monkey Social Media Care Advisor



2 months ago

Job Description

Respond quickly and professionally to social channel engagements on Facebook, Twitter, Instagram, YouTube and other platforms. Support and educate customers, providing digital customer assistance using digital channels to meet their needs. Liaising with customers regarding queries, claims and complaints ensuring they are dealt with efficiently and inline with company guidelines. Proactively identify and escalate risks, taking responsibility for complying with all policies procedures and regulatory requirements, particularly on our Social Media channels where responses are highly visible and can be shared. Personalize each customer interaction in order to make them as engaging and impactful as possible. Investigate and resolve customer inquiries and complaints across our multi-channel operation. Ensure excellent customer service at the first point of contact by social media. The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.

Required Knowledge, Skills, and Abilities

  1. You'll need a high level of written and verbal communication skills, with accurate grammar and spelling, and the ability to engage with customers using personality, matching your communication style to the channel the customer is using
  2. The ability to build strong relationships with external and internal stakeholders and continually manage them Previous customer service experience, particularly with written forms of customer service
  3. Ability to follow processes but also think on your feet and be adaptable
  4. Understand and anticipate customer needs
  5. A real desire to go above and beyond for customers
  6. Ability to grow, adapt and change accommodating business needs and priorities
  7. A proven ability to prioritize your own work stack
  8. 2+ years' experience and a proven track record of multiple channel engagement

Education + Experience

  1. How to Apply Send your application to dm@tdm
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