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Webcare Customer Service (Social Media)

Job Title: Webcare Customer Service (Social Media)
Contract Type: Temporary
Location: Brussels, Belgium
Industry:
Salary: MV 5%bonus
Start Date: ASAP
Reference: 68948-ITBEL-EER_1496835995
Contact Name: Eleonore Rigo
Contact Email: eleonore.rigo@volt.eu.com
Job Published: June 07, 2017 12:46

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. Education, specific training and experience

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


6. Interpersonal skills

- !! Perfect written FR & NL !!
- Customer & solution minded, empathy, pro-active, communicative, persuasive, analytic, investigator
- Stress & Change resistant
- Diplomatic & positive
- Team Player
- Creative
- Motivated & Motivator
- Multi-tasking

7. Schedule

40h/week, 8h max per day
Shifts: between 8h-21h + 1 Saturday/month