Social Media Customer Service Agent

Profile

Consumer Goods company is looking for a contract social media Customer Service professional for a minimum of a 3-month contract assignment with potential to be a full-time role. The position will monitor and respond to people on Facebook, Instagram and Twitter using social listening platform such as Meltwater. This customer service role will also answer emails, chat, text, and sms inquiries.The position will join the Consumer Insights, Analytics & Advocacy Team and support the Consumer Advocacy group.
Responsibilities
: Responsible for Consumer monitoring and engagement of consumers social posts through all consumer social channels, with a strong focus on consumer engagement with digital, social, and product review portals.
Addressing Consumer inquiries, product questions, consumer complaints in the social space
Responsible for responding to Reviews and capturing the commonality of reviews from Review Sites, and differences in inquiries/reviews across the sites.
Responsible for monitoring Social Listening Tools, such as Meltwater and Emplifi Social
Requirements
: 3 years experience in Consumer Affairs and/or Contact Center Environment with Social customer service experience.
Must be able to interact and communicate with a wide and diverse scope of audiences
Must possess above average computer skills, as well as a working knowledge of MS Word, MS Excel, MS PowerPoint, and database programs.
A strong focus with social media consumer engagement, networking, and web/internet savvy.
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