Vacancy Overview

Social Media Customer Service

Salary

£9.44/hr

Location

Leeds

Ref

SW

Description

START DATE: 9th November 2020

The role: The social media team are responsible for responding to comments on various social media platforms. This would include Facebook, Twitter etc. You will work on a platform called SRM which runs through Oracle – you are not replying directly on Twitter etc, but all comments go via the SRM platform. Your responses do however go live to the public without being vetted. Accuracy therefore is essential.

The comments are a real variety of positive and negative feedback and can be around products, delivery, click and collect and service. Your initial response will often be to call the customer to try help rather than going backwards and forwards on media, but you will also be responding with Tweets etc on and ongoing basis. It is fast paced.

You will need to adapt your style to the individual customer and mirror their language. Posts are brief and regularly contain Emojis. (Have a look and you will see what I mean on Twitter). You also need to apply personality to the response.

Additionally, you need to be able to work as part of a team. When a larger situation arises, it is all hands to the deck to reduce risk to reputation.

There are a range of areas you will work in so you will have a lot to learn eg they cover insurance, mobile phones, money etc as well as groceries and clothes/home appliance etc.

Qualities and skills required:

  • You need to be able to react quickly
  • Have an excellent eye for detail
  • Have very good written English and communication skills
  • Common sense – very important

These roles are all temporary to permanent however we have no idea how long it would run on a temporary basis before becoming permanent, but the need is there.

Various Shift Patterns Available:

27 hour vacancy

Sat 8 – 2

Mon 2 -10

Tue – 9 – 5

Thur – 4 – 10

20 hour vacancy

Sat 8 – 3

Tues 4 – 10

Thursday – 2 – 10

37.5 hour vacancy

Sat 8 – 2

Mon 2 – 10

Tue – 8 – 4

Tue 8 – 4.30

Fri 8 – 4.30

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