Online Community Care Officer

2 weeks ago

Parramatta, New South Wales, Australia people2people Full time
Join a global electronics giant intheir Social Media team.

The social media team is responsible for fostering one of Australia's best social communities as well as providing above and beyond customer service.


This role is responsible for providing exceptional customer service and resolving customer enquiries and requests that are received via social networks.


The Role:

  • Managing each case from start to closure in relation to product failures and aftersales experience which are received via Social Media platforms.
  • Manage each case using company and Social Media systems and sofware, adhering to relevant guidelines such as response rate, scripting and documentation.
  • Provide outstanding customer experience by communicating clearly, being empathic towards the customers situation and acting in a professional manner at all times.
  • Handle customer complaints and challenging customers posts and messages; Escalate customer cases when required.
  • Ensure continuous feedback to team and managers for opportunities for improvement or potential risk. Report any trending/potential issues to Team Leader immediately.
  • Create service bookings when necessary.
  • Follow up on any open cases and ensure customers are being updated daily.
  • Liaise with internal and external teams to gather information to swiftly manage a customer's case and provide resolution.
  • Liaise with Online Support team to create content on trending social media enquiries to allow customers to selfservice.
  • Addressing any department related concerns. Follow up with relevant department when necessary
  • Stay up to date with new processes and attend training when required.
  • Adhering to KPI's to achieve best possible customer experience
  • Abide and uphold Australia Consumer Law and relevant guidelines and regulations

About You:

  • Minimum of 2 years in a customer service position
  • Relevant social media experience (preferable)
  • Experience using Sprinklr and Brand Networks, will be highly regarded and preferred however not mandatory
  • Knowledge and skills in providing mobile app technical support highly regarded
  • Customer focused with an empathetic approach to customers and a team player
  • Exceptional written communication skills
  • Must be organized, able to prioritize tasks and take initiative
  • Have a passion for customer service and enthusiastic about improving customer experience
  • Must be a quick learner and adaptable to change
  • Attention to detail essential

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