Social Care Expert

As an Executive Customer Care and Social Media Specialist, you will take the lead in resolving high-level executive and social media inquiries with urgency, professionalism, and strategic insight. This pivotal role requires exemplary communication skills, advanced problem-solving capabilities, and a proven ability to consistently exceed productivity and performance expectations. You will act as a primary brand ambassador, proficiently managing both escalated customer complaints and real-time social media interactions. Success in this role involves not only resolving immediate issues but also proactively identifying and addressing systemic problems to prevent future escalations. We aim to be recognized as the best and most trusted customer experience brand in the world!

What You'll Do

Social Care:

• Serve as a frontline ambassador on social media channels, swiftly addressing customer inquiries, comments, and concerns with enthusiasm and professionalism while ensuring a positive, professional presence that aligns with the company's brand values.
• Utilize thorough research to resolve customer issues, aiming to provide a first-contact resolution whenever possible.
• Monitor and moderate online community discussions to maintain respectful and relevant interactions.
• Create and update articles that serve as a comprehensive resource for customers, providing them with a one-stop solution that reduces the need for direct inquiries.
• Display comprehensive knowledge of products, services, and policies, providing expert-level support and guidance.
• Manage escalated customer inquiries from Social Management Team and Executives, ensuring timely and effective resolutions.
• Collaborate with cross-functional teams to implement improvements based on issue analysis, enhancing Social and executive customer experiences.

Executive Care:

• Manage escalated customer inquiries from high-ranking executives, ensuring timely and effective resolutions.
• Tackle complex issues including Legal claims and consumer complaint platform escalations with professionalism and precision.
• Communicate difficult messages with empathy, effectively de-escalating challenging situations.
• Maintain meticulous records of interactions and resolutions to track trends and outcomes.

Who You Are

• Data-Driven Decision Making: Make informed decisions based on comprehensive data analysis, customer feedback, and organizational objectives.
• Proactive Problem-Solving: Utilizes advanced analytical skills to identify root causes of complex issues, anticipate future challenges, and implement proactive solutions to prevent escalations.
• Strategic Communication:Effectively conveys policy guidelines, decisioning, and resolutions to customers, team members, and management with a focus on strategic impact and long-term objectives.
• Attention to Detail and Quality: Ensures accuracy and quality in all aspects of escalated issue resolution, maintaining high standards of excellence and customer satisfaction.
• Empathy:Display deep empathy and patience, crucial for handling sensitive executive escalations and social media interactions.
• Technical Proficiency:Skilled in navigating social media platforms and CRM systems, with an understanding of social media platforms.
• Adaptability: Flexibly respond to changing priorities and maintain effectiveness in a dynamic environment.
• Communication: Excellent written and oral communication skills

What You've Done

• 2+ years of customer service experience required.

• 1+ year(s) experience handling executive customer escalations concerns preferred.
• Has a solid understanding of the social media landscape (e.g., Facebook, X, Instagram, Snapchat, TikTok).
• Prior experience supporting social media platforms preferred.

This is a Full-Time position which may require weekend, holiday, daytime, and/or evening hours.

This role will require working in-office 3 days per week to ensure cross functional collaboration.

Limerick Salary Range
€33.280 - €33.280 EUR + VCP