Social Media Executive (Contact Center)
- Handling incoming requests/complaints from customers by e-mail or other social media platforms and managing their inquiries or requests
- Using of company’s policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
- Providing information on complaints regarding specific products as well as services
- Selling additional services by recognizing opportunities to up-sell accounts; explaining new features
- Escalating mails with complex queries to appropriate staff
- Recognizing, documenting, and informing the supervisor regarding the trends in internal and external customer interaction
- Resolving customers’ issues and providing adequate resolution, via the troubleshooting techniques.
- Must have a minimum of one (1) year contact center experience at The GIG Group
- Must currently be a part of the outbound team
- Strong Social Media Skills
- Professional writing and reporting Skills
- Excellent Customer service skills
- Good working knowledge of the CRM systems
- Result and Service Oriented (Able to follow through)
- Creative problem solving with good eye for details
- Ability to efficiently display basic Marketing/Negotiation skills
- Ability to multi-task, work to deadline and under pressure
