- Monitoring Social Media channels and responding to Customer Support queries and problems
- Handle escalations and customer support issues from Social Media channels
- Moderating on Social Media channels if necessary
- Monitoring company perception across multiple Social media platforms
- Report back to the business and Customer Support leadership on company perception and escalation handling within Social Media
- Be a customer advocate and resolve for customers
- Work with internal teams where necessary to resolve issues for the customer
- Highlight process improvements, policy adjustments and training opportunities to the appropriate teams
- Acquire comprehensive Social Media industry knowledge.
You can apply for the role on LinkedIn.