Digital Customer Service Agent
Are you digitally savvy and creative? Do you have a keen interest and knowledge in digital media? Would you like to combine your customer service expertise with your digital media knowledge? Then this may be the role for you!
We are currently recruiting for a keen media Digital Customer Service Agent with this large utilities company. The role of the Digital Customer Service Agent will be to use Digital Customer Service platforms and provide an excellent customer service experience for a first time resolution.
The role will involve
Compose and communicate on-brand, compliant responses in the appropriate tone of voice to social media enquiries as dictated by the Social Media Playbook. Protect and enhance the reputation of company when handling social media mentions (direct and indirect) on social media, blogs, and message boards.
Deliver an excellent customer service by resolving issues and answering enquiries using appropriate access to internal systems, with the aim of improving CSAT, reducing contacts and reducing complaints by proactive and reactive intervention. Work closely with the 24hour team to support our 'always on' approach to digital, including the broadcast of event updates to reduce inbound calls, ensuring it is delivering the same message as other channels. Support the Team Manager and Head of Digital in the delivery of the digital customer service and social media strategy.
Skills we are looking for:
To be successful with your application you will be proficient in social media tools, have strong interpersonal and Customer service skills, ideally have previous experience communicating with stakeholders.
The base location of this role will be Reading, Berkshire. We are offering a salary of up to £20,000 depending on your level of experience.