Social Media and Escalations Support Specialist (Temporary position)- дистанционно
Sutherland is seeking a motivated and passionate person to join us as a Social Media and Escalations Support Specialist. If you are a customer service and social media guru, fluent in English, who has excellent communication skills and enjoys helping people, come and be a part of our great team! It's a temporary role with potential to become a permanent one.

The Social Media and Escalations Support Specialist will require a strong understanding of customer service with previous use of different social media platforms. It also incorporates service escalations from different lines of business. The Social Media and Escalations Support Specialist would use our client’s processes and systems to efficiently respond and resolve Guest queries across all existing lines of business.

The ideal candidate should strive to deliver the best possible Guest Experience when dealing with tier 1 contacts, and the best resolution for any tier 2 escalations.

Respond to Guests across different social media platforms.
Monitor Guest queries via Social Media, flagging any concerning/sensitive content to the Guest Services team.
Responsible for all social media Guest contact including the Facebook wall, Facebook private messages and responses on Social Marketing posts.
Respond to any Guest Services escalations across different lines of business as required.
Support the Guest Services team with tier one Guest queries through phone, live chat and email channels, for different lines of business.
Support with communication between Guest Services and other internal departments.
Responsible for engagement with Guests for certain lines of business.
Support with distributing goodwill items to Guests.
Complete any ad hoc Guest Services tasks.
Maintain up to date knowledge of products, promotional activities and Marketing push posts.
Adhere to and follow outlined processes to resolve Guest queries across different lines of business.
Ensure all relevant Guest information, and detail of query, is recorded accurately and timely in the CRM within the agreed timeframe.
Understand the social media strategy put into place by Guest services and wider marketing teams.
Highlights any potential contact drivers and shares learnings gathered from the social behaviour of followers/guests/fans to the Guest Services team.
Demonstrate a full understanding of the business processes, procedures, relevant product knowledge and systems so that accurate and appropriate information is always given.
Work Frequency: 42.5-hour week

Location: Work at home position

8am - 4.30pm - Mon - Fri
9am - 5.30pm - Mon - Fri
10.30am - 7pm - Mon - Fri
10am - 4.30pm - Saturday and Sunday

Previous Guest Service experience is essential.
An excellent and proven command of the English language, both verbal and written.
Ability to confidently resolve Guest facing issues without further escalation.
Highly organised with great attention to detail.
Excellent time management.
Previous experience in a fast-paced environment.
Excellent communicator and team player.
Computer literate – Word and Excel and knowledge of other systems in relation to Guest Service.
Additional languages beneficial (French, German, Spanish or Italian).
Flexible approach to work.
Different to contracted hours and/or additional hours may be required to meet business needs.

In this role, you will enjoy:
An excellent remuneration package with benefits such as food vouchers, compliment cards, free coffee, multisport card, relocation package, buddy program, additional health & life insurance, and much more.
Career development opportunities.
Teambuilding activities.
A great office location at Serdika Offices.
An ecofriendly environment (Free parking spaces for bikes).
It’s not just a job, it’s your career.
Изисквания към кандидата

Езикови познания:
Английски език, Френски език

Трудов опит:
С професионален опит от 1 - 3г.

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:

Ниво в йерархията:

Бизнес /консултантски услуги
Населено място:
Гр. София
район р-н Триадица бул.ПАТРИАРХ ЕВТИМИЙ No 82, ет. 1
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за Sutherland може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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