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Social Media Customer Support Advisor German Speaking
Swindon (Full Time, Permanent) £20,000 - £21,000 / Year (£21,000 + Bonus)
Social Media Customer Support Advisor German Speaking - Swindon, Gloucestershire
Social Media Customer Support Advisor – German speaker Swindon, Wiltshire Hours – 37.5 per week, Monday to Friday 8.30am – 5pm £20,000
This is an excellent opportunity for someone who enjoys technical support integrated with social media flavour!
We are currently looking for a German speaking Social Media Support agent for our Social Customer Support Team with experience solving customer issues via social media (i.e. Twitter, Facebook). This is a challenging and multi-tasking role dealing with issues of varying complexity. The Social Customer Support Team is dedicated to providing world class customer service via digital channels to our client’s customers and followers across the world.
The job Responsibilities
Providing Moderation and Engagement support for contacts reaching our client via its Facebook, Twitter, YouTube, Instagram, Google and LinkedIn channels utilizing the Social Media platform Engagement/responding activity can be either general queries in relation to our clients business or in regards to a technical issue that may require follow up until case resolution The nature of a technical contact can vary – for instance from a CPU, Solid State Drive, NUC or Networking issue (that may require detailed technical knowledge) to a simple query, e.g. where to find information on our client’s website. As the topic of the contacts vary so do the types of customers making the enquiry. Due to the nature of the products supported and the rate at which they are being updated and upgraded, research on the web for any news relating to the products is an absolute must. The role encourages continuous learning and the completion of training on products and technologies.
Skills required: Excellent verbal and written communication skills; fluency in English and German languages is a must. Ability to show Extreme Customer Empathy and provide customers with helpful, energetic support to questions and issues (e.g. you must be able to relate to customer needs, be customer focused and able to provide professional, polite customer service). Well organised approach to work, balancing workload to ensure targets are met and ability to demonstrate good time management skills. Interactive and enthusiastic team player willing to assume new responsibilities. Willingness to identify important customer issues/trends and retain accountability to the customer until solved. Ability to clearly follow documented processes/policies Expertise in Social Networks (Facebook, Twitter, YouTube) and a passion for the quickly-evolving digital media environment with a demonstrated understanding of the digital communications landscape.