Digital Customer Service Specialist

1 week ago

Melbourne, Victoria, Australia beBeeCustomerCare Full time $60,000 - $90,000
Job Overview

We strive to deliver customer-centric solutions by championing the needs of our customers at a leading telecommunications company.

Our goal is to stay ahead of the curve by leveraging new technologies, driving innovation, and investing in initiatives that shape the future.

As part of our Social Media Care Team, you will be responsible for providing exceptional digital customer service in high-visibility environments.

You will collaborate with senior experts to handle initial interactions and support complex cases using social media, voice, messaging, and email platforms.

This role fosters collaboration, skill-sharing, and innovative solutions to drive business outcomes.

  • Monitor, moderate, and engage with customers across various digital platforms, including social media, review sites, forums, app stores, and customer cases.
  • Support enquiries through both inbound and outbound channels, including voice and digital platforms.
  • Handle complaints and provide timely solutions while upholding brand values to prevent escalations.
  • Serve as a brand ambassador by educating audiences and handling high-visibility interactions.
  • Protect online reputation during crises by collaborating with internal partners and ensuring timely communication with customers.

To succeed in this role, you will require:

  • Experience in high-volume, high-visibility customer service environments with a solid understanding of popular social media platforms.
  • Outstanding listening, written, and verbal communication skills, supported by a portfolio of online writing samples.
  • Strong time-management and organizational skills, capable of balancing multiple concurrent customer inquiries, projects, and responsibilities.
  • Meticulous attention to detail and diligence in consistently following up on open subjects/cases, with the ability to complete tasks on time with minimal direction.
  • Excellent organizational skills and the ability to thrive in time-critical environments and meet deadlines.

At our organization, we have a strong commitment to diversity, inclusion, and belonging. We value individual differences and strive to create an inclusive work environment that allows everyone to grow and succeed. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please contact us within 48 hours.

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