Social Media Escalations Advisor

Experience the power of a game-changing career  

If you’re a proactive action-taker and solution-finder with a keen eye for detail and a high level of integrity, this may be the right role for you.  

Concentrix is hiring a Social Media Escalations Advisor to support the clients and partners of one of the world’s largest social media platforms. 

We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. 

In this role, you will efficiently and effectively manage, resolve and close off all escalated customer complaints and high-profile escalated cases, from beginning to resolution, in line with quality standards. 

To succeed in this role, you’ll need to ensure a positive customer experience that results in customer satisfaction and retention. You should be patient, professional and understanding when communicating with customers and clients.  

To take on this opportunity, you’ll need to be highly organised, and digitally savvy with a meticulous and diligent work ethic.  

Become a game-changer and embark on a thriving career journey by applying today.  

Career growth and personal development 

Embrace a diverse and inclusive work environment in this permanent, full-time position, temporarily working from home before moving to our Dublin office. This is a great opportunity to expand your career and experience the power of what’s next while developing “friends for life” at the same time. We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. 

What you will do in this role  

As a Social Media Escalations Advisor on our team, you will: 

• Contact clients and partners via email and outbound calls to support with escalations from high-level advertisers to public figures 

• Track all communications (including internal support team) through phone, email and chat 

• Analys trends in escalations to identify recurring issues and provide reports and feedback to improve overall service 

• Troubleshoot sensitive campaigns for global government-related and political ads 

• Research and correct issues with payments and payment sources 

• Manage urgent or sensitive situations that could impact the client’s/customer’s reputation, ensuring timely and appropriate responses  

• Review client issues and determine levels of priority based on case history and information provided through the PSO Escalations Desk 

• Maintain detailed records of escalated cases, including the nature of the issue, steps taken to resolve it and final outcomes 

• Engage directly with client contacts to get the correct information and response to resolve each case at the highest quality and within agreed times 

• Ensure all interactions and resolutions comply with company policies and industry regulations 

Your qualifications 

Concentrix is a great match if you: 

• Are proficient in English communication (verbal and written) 

• Are fully flexible to work between 7 am and 8 pm, Monday - Sunday 

• Can adapt to an on-site working location in our Dublin office when necessary 

• Can maintain a minimum broadband speed of 10Mbps and a private, distraction-free workspace for optimal productivity (when working from home) 

• Have demonstrated experience assisting advertisers in effectively using online platform tools to achieve solutions 

• Can perform repetitive tasks with diligence and consistency  

• Are able to work independently and collaboratively 

• Can adapt to a fast-paced, high-demand work environment 

• Applicants must be based in Dublin in order to be considered for this position 

If you feel you don’t check every box, we still encourage you to apply. We'll do our best to match you with the right job, whether it’s this or another role. 

What’s in it for you  

In this role, we offer benefits that help you support your unique lifestyle: 

• A competitive salary of €26,600 per annum 

• Performance Bonuses 

• Employee Discounts 

• Wellness Programme 

• Free meals and snacks 

Experience the best version of you!  

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 550k+ game-changers around the globe call Concentrix their “employer of choice.” 

Concentrix is an equal opportunity employer 

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws. 

Eligibility to work