BCJobs Looking for Remote Social Media Customer Service Specialist Clerk-Full Time (AMAZON) at Vancouver, British Columbia, Canada Full Time

A Social Media Customer Service Specialist is responsible for providing exceptional customer service and support to customers through social media platforms. This role involves addressing inquiries, resolving issues, and maintaining a positive online brand image through effective social media interactions.

Social Media Customer Service Specialist Duties And Responsibilities

• Monitor social media platforms for customer inquiries, comments, and mentions.
• Respond promptly to customer inquiries and comments on social media channels in a professional and courteous manner.
• Provide accurate information, answers, and solutions to address customer questions or concerns.
• Resolve customer complaints, issues, or problems with patience and empathy.
• Escalate complex or unresolved issues to higher-level support teams or supervisors when necessary.
• Follow established social media customer service protocols and guidelines to maintain brand consistency.
• Document social media interactions, inquiries, and resolutions accurately and comprehensively.
• Engage with customers in a positive and helpful manner, promoting a strong online brand image.
• Collaborate with cross-functional teams to address customer inquiries or resolve issues.
• Maintain a strong understanding of company products, services, promotions, and policies.
• Educate customers about product features, benefits, and best practices through social media interactions.
• Monitor and analyze social media trends, customer sentiment, and feedback to inform improvements.
• Participate in ongoing training and development to enhance social media customer service skills.
• Maintain confidentiality and handle sensitive customer information with discretion.

Social Media Customer Service Specialist Requirements And Qualifications

• High school diploma or equivalent; additional education or relevant certifications may be beneficial.
• Previous experience in social media customer service, customer support, or a related role is advantageous.
• Strong written communication skills with excellent grammar, spelling, and punctuation.
• Proficiency in using social media platforms, tools, and communication software.
• Empathy and active listening skills to understand and address customer needs.
• Problem-solving abilities to resolve customer inquiries and issues effectively.
• Detail-oriented with strong organizational skills.
• Ability to work independently and prioritize social media interactions effectively.
• Adaptability to different customer situations and evolving service needs.
• Knowledge of company products, services, and offerings.
• Strong interpersonal skills and professionalism in online interactions.
• Familiarity with social media analytics and reporting is a plus.
• Willingness to work flexible hours to cover social media activity during evenings, weekends, and holidays, as needed.

The Social Media Customer Service Specialist plays a vital role in delivering exceptional customer service through social media channels, ensuring a positive online customer experience and maintaining a strong online brand presence. Strong communication skills, empathy, and a customer-focused approach are key attributes for success in this role.

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