Customer Success Specialist

2 weeks ago

Pasig, National Capital Region, Philippines Enablesme Full time
Customer Success Specialist (with social media management experience)

We are currently searching for a highly motivated social media and Customer Satisfaction Specialist who can effectively engage with our target market. 40% of the role is social media posting focused, aiming for outstanding customer engagement, cultivating intimacy, boosting website traffic, and ultimately drive revenue growth through strategic utilization of the social media marketing roadmap. The ideal candidate should have a comprehensive understanding of various social media platforms and possess the ability to optimize content for maximum engagement. As a brand representative, you will actively participate in relevant conversations, subtly promoting our products/services, and providing support to both current and potential customers. Your expertise in social media marketing will play a pivotal role in achieving our objectives and forging strong connections with our audience. 60% of the role is asCustomer Satisfaction Specialist – ensuring the client experience is excellent and that post-appointment surveys and calls lead to repeat business through re-booking and where possible upselling.

Outline of the Role:


• Collaborating with the marketing team to execute promotional campaigns across various channels such as Facebook, Instagram, WeChat (experience with WeChat a bonus but not essential), and YouTube.


• Curating content for multiple media platforms, including social media and print media.


• Expected frequency of social media posts is around 3-4 times per week.


• Managing and posting on the official Redbook account. Experience with Redbook is a bonus but not essential.


• Monitoring and responding promptly to Facebook, Instagram, and Google Business reviews throughout the day.


• Timely addressing customer inquiries via email, live chat, video, phone, and social media platforms.


• Coordinating with colleagues or managers to find optimal solutions for customer issues.


• Contacting clients via phone or email to handle rescheduled or cancelled appointments and gather additional information if necessary.


• Ensuring the smooth functioning of the automated messaging system on a daily basis.


• Conducting post-appointment surveys, contacting clients, and providing consolidated reports.


• Maintaining a polite, helpful, and professional demeanour at all times.


• Sharing customer feedback with colleagues and relevant departments to drive product and service improvements (includes regular interaction with store managers).


• Staying updated on new products and services as they are introduced.


• Ability to upsell over the phone is desired.


• Achieving a target of rebooking within 60 days through phone interactions.


• Key Performance Indicators (KPIs) include reporting on client surveys, upselling efforts, and rebooking

Qualifications:


• Bachelor's degree in business management, communications, marketing, or a related field.


• Demonstrated professional experience as a social media specialist.


• Proven track record in providing exceptional customer support.


• Proficiency and experience in using Canva for content creation.


• Proficient in Ads reporting to analyze and optimize social media campaigns.


• Proficient in using Mailchimp for email marketing campaigns/newsletter platform.


• Experience with WeChat would be beneficial but not necesssary.


• Familiarity with Redbook platform would be advantageous but not necessary.


• Possesses a positive attitude, attention to detail, and excellent customer service skills.


• Strong multitasking and organizational abilities.


• Someone with experience or passion in the health and beauty industry would be a great fit.

Work Location / Working shifts: Pasig City; NSW Business hours; NWS Legal Holidays Off ; Hybrid

The Company offers a broad spectrum of professional services to small and medium sized businesses in Australia ranging from client relationship management, technology support, accounting and administration, paraplanning and creative marketing services among others. Our motto is 'Powering your potential'.

Our Directors are highly experienced with global BPO and ITO companies and have ambitious growth plans for the business.

Additional Company Information

Company Size

201 – 500 Employees

Average Processing Time

5 days

Call Center/IT-Enabled Services/BPO

Benefits & Others

Government Mandated Benefits,Monday-Thursday: Corporate Attire Friday: Dress down,As per the business requirement

Apply Here

Source

Upload CV/Resume* (pdf or docx format)

Upload Cover Letter (pdf or docx format)

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