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Social Media Rep 02/19

Req #: CNX00049768
Location: Tempe, AZ US
Job Category: Marketing

Do you have a passion for handling consumer relations with social media skills and experience?   Concentrix is partnering with a world leader in the snack industry offering opportunities to work for the world’s favorite brands in approximately 165 countries around the world.  Our client is the world’s pre-eminent maker of snacks, with leading market shares in every category in which they compete and holds the No. 1 position globally in Biscuits, Chocolate and Candy.  There is an immediate need for social media agents in our Rochester, NY location!”

Social Media Customer Care Agent

Description Summary:

This position is responsible for developing and delivering customer-facing messaging via social media client platform.  The position is the initial contact, first responder for consumer conversations social media feedback, issue resolution, records case information, social marketing efforts and data across multiple channels.  This involves researching solutions, and providing resolutions to Level 1 consumer problems. The Agent ensures proper consumer handling and escalation procedures while performing assigned functions according to process and standardized policies and procedures.  The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis. The agent will work an assigned shift, which may have varying start times.

 

Responsibilities:

  • Develop easy-to-use, clear, concise, comprehensible social media consumer responses and content to solve consumer issues, complaints, requests related to client brands and products
  • Assist in maintaining social media FAQs and responses to client questions
  • Personalize responses and solve cases faster by knowing company brands, quickly assess consumer posting, who you are talking to, understanding consumer issue and what matters to them for providing a comprehensive response
  • Ability to convert client discussions into highly attained CSAT results
  • Solicit customer feedback and optimize resolution and surveys accordingly
  • Map out potential customer handling and responding to eliminate on-going negative consumer postings around brands and products
  • Contact and conduct initial follow-ups utilizing social media and when required escalate according to process via outbound calling or thru Fulfillment solution
  • Coordinate with escalation, quality or according to process ongoing response recommendations post research via client KB
  • Convert social media content into case information from data provided by consumer including client information, reason code and email surveys to obtain CSAT
  • Provide weekly reports to TL, client and other as required
  • Maintain customer and potential consumer database, detailed case issues and required Fulfillment details per process

What we are looking for:  2/19/18

 

The right candidates will possess:

Qualifications:

•Any Marketing Experience a plus

•Exceptional Customer service social media skills and 1+ years social media customer care experience required

•Ability to transition 1-on-1 conversations seamlessly from public to private to maximize resolution efficiency

•Experience with working on client social platforms

•Possess excellent verbal and written communication skills

•Have great attention to detail

•Able to perform multiple tasks simultaneously

•Enjoy working in a problem solving and fast-paced environment

•Enjoy solving practical problems

Experience with Microsoft Office products and working with Facebook, Twitter, Linked In,

 

What we Offer:

 

Concentrix provides our associates with:

  • Career Pathing and Advancement Opportunities
  • Competitive salary
  • Monthly performance incentives
  • Health insurance (Eligibility requirements must be met)

The Company:

 

Concentrix is a high-value global business services company. With more than 90,000 staff in 25 countries, we focus on customer engagement and all that supports it. We do so by partnering with clients to improve the customer experience and business outcomes. For information, recent news, and to follow Concentrix on Twitter, Facebook, LinkedIn, Google+ and YouTube, visit www.concentrix.com.

 

Concentrix - A SYNNEX Corporation Company (NYSE: SNX) is an Equal Employment Opportunity employer M/F/D/V and is committed to the Quality Policy

 

         WE Drive Results... WE Deliver Service Excellence... WE Act With Integrity... WE Are One Team

 

 

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