Customer Advisor - Social Media

Customer Service Advisor - Social Media - Warrington

Fantastic opportunity to join a leading broadcast and telecommunications company within the Customer Service team.

Working as a Customer Service advisor, you will be part of an exciting new pilot scheme to look at whether providing customer services out of hours is beneficial in increasing the number of positive comments left on social media sites such as twitter and Facebook.

Hours of work are Monday - Friday 6-10pm and 9am - 5.30pm Saturday and Sunday on a rota basis.
You will be immediately available to start and able to commit for a period of three months initially. There is a chance that if successful, it will lead to a permanent position.

Main responsibilities will include:

-To actively respond to customers questions on blogs, online forums and other online environments in the public domain (incl social media). This will include technical advice as well as product and customer service queries.
-Monitor social networking venues ensuring that negative buzz is addressed and reported.
-To seek out where the client is being discussed in terms of a negative customer experience. This will include blogs, other online forums, and other online environments in the public domain
-To determine the most appropriate persona with which to respond, depending on the circumstances
-To respond with empathy and sympathy to comments, and to correct those comments tactfully and professionally where they are factually incorrect
-Provide feedback on the discussions being posted to the appropriate area of the business in order that those issues can be addressed and resolved, for example poor processes, lack of dissemination of knowledge and information
-To help minimise negative feedback about the client in the online world
-To prevent "viral" PR from generating "urban myths" about customer service and experience
-Live and breath our brand values and act as a brand advocate within online environment.

How to apply:

Please send your CV in to Tracey Johnson initially.

Project People Ltd is acting as an Employment Business in relation to this vacancy.