Community Manager

Position Overview : Social Media CX Agent

The Social Media Agent plays a pivotal role in enhancing the company's online presence and engaging with customers through various social media platforms. Reporting directly to the Head of Customer Experience, this position requires creativity, strategic thinking, and excellent communication skills to promote brand awareness, drive customer engagement, and support marketing initiatives.

The ideal candidate for the Social Media Agent position is passionate about sustainability, social media savvy, and customer centric. They possess a deep understanding of social media platforms, trends, and are able to solve problems in conjunction with the customer experience team to ensure that our community are sharing their positive experiences of the company online. With strong analytical skills, they monitor social media posts; representing company tone of voice.

As this role sits within the CX team, the ideal Social Media Customer Experience Agent is a customer-centric individual deeply committed to delivering exceptional experiences. This proactive agent takes initiative in identifying opportunities for improvement and proactively anticipates customer needs. With exceptional communication skills, they excel in fostering positive relationships both within the team and with customers. They address customer escalations promptly and effectively, resolving issues with empathy and professionalism to ensure customer satisfaction. Their adept problem-solving abilities and prior experience in customer-facing & social media roles underscore their capability to address challenges promptly and effectively. Their contributions significantly elevate the overall customer experience, perfectly aligning with company's unwavering commitment to excellence.

Key Responsibilities:

These responsibilities encompass managing social media accounts (predominately Facebook and Instagram), responding to customer inquiries, engaging with followers, and resolving issues effectively to ensure a positive and seamless customer experience with the company. Key responsibilities may change based on the needs of the company.

Responding to Queries

• Provide timely and accurate responses to customer inquiries via various communication channels, including phone, email, and chat.
• Utilize comprehensive knowledge of company products, policies, and procedures to address customer questions effectively.
• Deliver personalized and empathetic responses, actively listening to customer concerns, and offering appropriate solutions to ensure a positive customer experience.

Community Engagement and Customer Interaction

• Monitor social media channels for comments, messages, and mentions, and respond promptly and professionally to inquiries, feedback, and customer service issues.
• Escalating any customer which may be a brand reputation risk, working with the CX team to triage and resolve issues raised on social media platforms.
• Foster positive relationships with followers, influencers, and brand advocates to cultivate a loyal and engaged community.
• Checking on behalf of customers whether their address is serviceable by the company.
• Collaborate with the customer experience team to address customer inquiries and concerns.

Problem Solving and Resolution

• Identify and analyze customer issues or complaints, demonstrating strong problem-solving skills to resolve them promptly and effectively.
• Escalate complex issues to relevant stakeholders or higher levels of support as necessary, ensuring timely resolution and customer satisfaction.
• Document all customer interactions, resolutions, and feedback in the CRM system to facilitate continuous improvement and knowledge sharing within the team.

Escalations Management

• Act as the point of contact for escalated customer issues via social media, demonstrating empathy and professionalism in addressing concerns and resolving disputes.
• Assess the nature and severity of escalated issues, prioritizing urgent matters and allocating resources accordingly to ensure timely resolution.
• Collaborate with relevant stakeholders, including management, warehouse operations, and quality assurance teams, to investigate root causes and implement corrective actions to prevent recurrence.
• Keep customers informed throughout the escalation process, providing regular updates and ensuring transparency to maintain trust and confidence in company's commitment to customer satisfaction.
• Document all escalation cases and resolutions in detail, capturing key learnings and insights to inform process improvements and enhance future escalation handling procedures.

Skills

• Excellent Communication: Strong writing skills to create engaging and compelling content for social media posts, captions, and stories. Ability to respond to customers in the tone of voice of the company.
• Social Media Management: Deep understanding of social media platforms, tools, and best practices for content creation, scheduling, and engagement.
• Problem Solving: Process orientated with high attention to detail and problem-solving skills to address customer issues and enhance their experience.
• Organizational Skills: Highly organized with attention to detail and deadline oriented.
• Team Player: Ability to create strong stakeholder relationships across the business and to work collaboratively with cross-functional teams to implement customer-focused strategies.
• Adaptability: Eagerness to learn and adapt to changing requirements of our customers and products.

Qualifications

• Relevant experience in customer facing roles or social media roles.
• Proficiency in Microsoft office / Google suite
• Experience with Google Analytics, Zendesk, Hubspot, Shopify a bonus

Requirements

• Must have own computer, including a camera for team meetings.
• Must have a strong and stable internet connection.
• Must be flexible with working hours and days, including weekends.
• Must not be engaged in any other business or occupation without the prior written approval of company's after hiring

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HGS Offshore Staffing Solutions, formerly known as Diversify Offshore Staffing Solutions, collaborates with small, medium, and large enterprises across Australia, the US, Canada, and New Zealand. Our mission is to facilitate access to digitally-empowered global workforces based in the Philippines.

Our Staff

We recruit talents who are highly skilled in the areas of administration, finance and accounting, human resource management, IT services, knowledge management and marketing. Our people first philosophy means we respect and appreciate our staff. The workspace we have created along with our values gives us the edge in attracting and retaining only the highest quality people.

HGS Offshore Staffing Solutions, formerly known as Diversify Offshore Staffing Solutions, collaborates with small, medium, and large enterprises across Australia, the US, Canada, and New Zealand. Our mission is to facilitate access to digitally-empowered global workforces based in the Philippines.

Our Staff

We recruit talents who are highly skilled in the areas of administration, finance and accounting, human resource management, IT services, knowledge management and marketing. Our people first philosophy means we respect and appreciate our staff. The workspace we have created along with our values gives us the edge in attracting and retaining only the highest quality people.

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