Webcare Customer Service (Social Media)

Job Title: Webcare Customer Service (Social Media)
Contract Type: Permanent
Location: Brussels
Salary: MV 5%bonus
Start Date: ASAP
Reference: 68948-ITBEL-NAA_1489655695
Contact Name: Nathalie Azzi
Contact Email:
Job Published: March 16, 2017 09:14

Job Description

Job Title : CSR Webcare
Reporting to : Customer Service Team Leader
Department : Commercial/Customer Service

1. Mission/purpose
Replies to questions & complaints from customers through our Social Media with the aim of keeping the customer satisfied & ensuring its loyalty towards the company.
As Webcare agent you are acting as ambassador by protecting le company's image & branding on the Webpages.

2. Key responsibility areas

·Interact with their social community (mainly Facebook & Twitter)
·BE (By) an Ambassador on their social Media by helping the customer and promoting the brand
·Manage customer complaints and transpose it in a Positive result
·Manage customer questions through our social media (mainly)
·Manage customer questions by call or written
·Guide customers with advices in their decision process. Always put the customer first by providing a personal service and by maintaining constructive contacts
·Detect churn risk and take the necessary actions to avoid it
·Determine the best offer linked with the customer needs and convince the customer
·Interact with the Conversation Managers in case of issues, campaigns, …
·Promote the company's products, actions & contests, be part of it

3. Major interactions

·Conversation Managers to align on the published content & define the actions to take
·CS Team Leader for exceptional fin. and/or com. solutions
·Coaches for assistance & help when work methods & processes are not clear.
·Peers within Back Office (billing, payment, technical) to have more specific questions answered

4. Specific expertise

·Written Skills, excellent grammar & spelling in your mother language and fluent in the second language
·Social Media communication skills
·Telecom Products and Services, Tariff plans (you'll be trained, but must have a general knowledge)

5. People Management


6. Financial responsibility (please specify budget responsibility when applicable)
Opex/capex : no

7. Education, specific training and experience

·Knowledge of social media use (Specially Twitter & Facebook)
·MS Office
·Office tools (excel, access, word)

8. Interpersonal skills
·Excellent written knowledge French and Dutch
·Customer & solution minded, empathy, pro-active, communicative, persuasive, analytic, investigator
·Stress & Change resistant
·Diplomatic & positive
·Team Player
·Motivated & Motivator