Customer Service Representative - Social Media

at  people2people

THE COMPANY:

Our client is a worldwide well-known and highly respected brand in the electronics industry. This position will sit within the Customer Service - Social Media department based at the Sydney Olympic Park Office. This role is responsible for providing exceptional customer service and resolving customer enquiries and requests that are received via social networks. This role requires an individual to work 4 days in the office and 1 day WFH on a 12 month fixed term contract.

• Managing each case from start to closure in relation to product failures and after-sales experience which are received via Social Media platforms.
• Liaise with internal and external teams to gather information to swiftly manage a customer’s case and provide resolution.
• Handle customer complaints and challenging customers posts and messages; Escalate customer cases when required.
• Manage each case using Internal and Social Media systems and software, adhering to relevant guidelines such as response rate, scripting and documentation.
• Adhering to KPI’s to achieve best possible customer experience