As a Social media Customer Service-Customer Experience Associate for----------- in 2024 reflects a robust set of responsibilities and achievements. Here’s a breakdown of my key roles and accomplishments:
1. Managing Social Media Platforms (----------- for Facebook and Instagram, Sitejabber, Trust Pilot):
- Responding to-----------messages and numerous comments daily on Facebook and Instagram.
- Ensuring timely responses with quality and accurate resolutions based on SOPs.
- Handling customer inquiries, concerns, and escalations effectively, sometimes involving other departments for resolution.
2. Handling Customer Reviews:
- Responding to reviews on Trust Pilot and Sitejabber daily.
- Prioritizing negative reviews related to order issues for quick resolution.
- Acknowledging and addressing both positive and negative feedback professionally.
3. Understanding Updates and SOPs:
- Staying updated on procedures and updates through daily reports and supervision.
- Applying knowledge effectively to provide excellent customer solutions and achieve high QA scores.
4. Collaborating with Other Departments:
- Assisting various departments (Payments, Marketing, Sales/Logistics, IT) with procedural information and order-related details.
- Facilitating communication between influencers and relevant departments to enhance business relationships.
5. Providing Customer Feedback:
- Gathering and sharing customer feedback with feedback teams or points of contact.
- Contributing to continuous improvement efforts based on customer input and experiences.
