Social Media Customer Relationship Specialist

1 week ago

Faisalabad City Tehsil, Pakistan Adiova Full time
Social Media Customer Relationship Specialist (CRS) - REMOTE
Adiova, Pakistan

General Purpose: Responsible for customer assistance and marketing support service to customers on Automotive Forums, Twitter, and Facebook pages as well as other social platforms.

Responsibilities:

  1. Monitor Social Media platforms including Facebook, Twitter, automotive enthusiast forums, and identify opportunities to engage with customers and deliver superior customer support and brand engagement.
  2. Manage existing caseload, complete follow-up tasks, and achieve operational metrics.
  3. Adhere to standard work processes and contribute to efficiencies and improvements when possible.
  4. Proactively identify sales leads and educate in-market customers on product functionality and services.
  5. Respond to customer enthusiasm posts to increase conversation, page participation, and build a closer connection with customers.
  6. Effectively and accurately document customer interaction.
  7. Provide proactive support to consumers requesting assistance with dealer, vehicle locates, and product concerns/inquiries.
  8. Participate in any required training/industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.
  9. Provide exceptional service to all internal and external customers.
  10. Adhere and contribute to defining processes that produce best-in-class social consumer care experiences, focusing on constant improvement and a value-based approach.
  11. Utilize correct tools to efficiently manage concurrent activities.
Job Specification

Minimum Requirements:

  1. 1+ years' experience in customer service related profession.
  2. 1+ years' of social platform experience.
  3. Computer navigation and typing proficiency.
  4. Strong reading comprehension and written communication skills.

Required Education/Training/Certifications/Licenses:

  1. Bachelor's Degree (successful candidates have a four-year degree in English, marketing, business, journalism, communications or similar concentration).
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