Consumer Service Social Media Agent
Consumer & Customer Care
Full Time
Luton, United Kingdom
2019-02-19

ROLE OBJECTIVES:  
Our consumers are central to everything we do. That’s why we try always aim to get it right for each one, first time, every time. They need to know we’re here for them if they ever need help, advice or support.  From email to social media, we’re here to offer care and exceptional service to all our consumers, all of the time. It’s about making the whole consumer journey as seamless as it can be.  The role is to manage consumer communications through inbound social media activity, providing the best possible levels of service.
 
KEY RESPONSIBILITIES:
• Providing the best levels of service to our consumers all of the time to the department and business standards
• To diagnose, understand, manage and resolve consumer contacts
• To maintain excellent quality, great productivity and always be on time for our consumers
• To always aim to avoid future contact as all queries are answered with the aim of a first-time resolution
• To respond in the ‘brand voice’ - the language and tone is always right for the channel being used to communicate with us
• To have an excellent understanding of our products and services, demonstrating this to our consumers
• To ensure that queries are responded to within our promised service response times
• To not only respond to consumer service questions/enquires but to engage with our consumers
• To highlight trends in any consumer queries
• Support with all other consumer contacts within the Contact Centre as required
 
AS A PERSON:
• Proven previous experience in a Consumer Service role (eg retail, hospitality or in a contact centre)
• Experience using social media in a professional environment
• Excellent problem-solving skills
• Good attention to detail
• Good PC & typing skills
• Excellent written and verbal communication skills
• Able to work in a team
• Flexible to work shifts
• Acts with integrity and honesty
• Curious and like to spot opportunities for improvement
 
COMPANY BENEFITS:
• Great development opportunities 
• A collaborative working environment
• Supportive culture
• Company Pension Scheme
• 25 days holiday (Pro-rata)
• Subsidised canteen
• Staff discount on appliances