Social Media Service Specialist Perth

See yourself in our team

With Bankwest becoming a national digital bank, enhancing our social media experience, including our service for customers across social channels is a key focus. Being a digital bank we need to ensure customers are able to access service where they feel most comfortable, and the experience they have there is on brand and best practice, not only for banks, but for social.

As a Social Service Specialist you will play a large role in supporting our customers across our social channels. This is a multi-skilled role which includes resolving customer’s Social Media queries (even if this means moving to another channel), with a keen eye for copy and brand detail that can truly bring the experience to life. While you will be focusing on social media predominantly, you will sit within our Contact Centre that strives to enhance customer relationships by providing "Home-grown, exceptional customer experience 24/7”.

We are looking for someone who is flexible on the shifts that they work to include nights and weekends

Do work that matters:

- Your primary role will be running, responding and managing our customer queries across social service channels.
- Ensure customers queries across comments, posts and DMs are responded to, prioritising providing positive experiences and resolutions.
- Develop strong understanding of the Bankwest brand, CX principles and business/product/marketing priorities to ensure our responses on social are on brand and help to build and maintain strong positive brand associations.
- Help to build an image for potential new customers of the great service they can expect if they join Bankwest.
- Build a confident understanding of our audience on social, who they are, what they expect and how best to respond.
- Feel confident demonstrating and pushing personality in line with the brand image that aligns to social best practice.
- While you and the social specialist team will own the majority of social responding, you will also mentor and guide the wider Customer Care team (including weekends/overnight staff) to ensure they are equipped to continue to our great service if required to fill in.
- Be in constant contact with the CMC social team to ensure synergy across all social activity, feeding in customer insight and reports that can help to inform future strategy and content.
- Be equipped to look for proactive positive engagement opportunities that allow us to build our service brand on social beyond reactive replies.
- Provide quality assurance and management across social customer care touchpoints.
- Provide customers with information relating to their products, services and transactional information (in secure channels once social media contact is established).
- Social listening and reporting.
- Contribute to the team’s vision and values.
- Provide excellent customer service to every enquiry and interaction.
- Proactively monitor and coach the care team to ensure activity is providing positive customer experiences and assist in crafting the best practice responses
- To be a business expert on Social Technology (currently Sprinklr) Providing SME feedback to the Community Lead

We’re interested in hearing from people who have:

- Strong passion and interest in digital and social media
- Understanding of the fast evolving digital and social media landscape
- Confidence in developing responses and copy that aligns to brand tone of voice and image, sometimes pushing the boundaries where confident it adds to the experience for customers.
- Experience and/or desire to mentor - Strong customer service skills - Strong computer and multitasking skills
- Able to work in a high paced environment and revels in change and feedback to improve performance
- Risk Mindset - All Bankwest employees are expected to proactively identify, understand, discuss and act on all risk matters
- Colleagues who can use their judgement with brand based responses and action
- Liaise with key stakeholders to get our customers informative and efficient outcomes at first contact

Sidekick

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Advertising End Date: 18/01/2025