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Customer Care Social Engagement Rep - REMOTE

Job title: Customer Care Social Engagement Rep - REMOTE
Contract type: Full-time
Location: Van Nuys, CA
Discipline: Fashion
Remote: Yes
Reference: 403485
Contact name: Lexy Hartwell
Job Published: January 01, 1970

Job description

Fashion Brand looking to hire Customer Care Social Engagement Representative to join their team!

 

DUTIES AND RESPONSIBILITIES:

  • Monitor engagement across all social media channels including Instagram, Facebook, Twitter and LinkedIn.
  • Moderate comments and other engagement on all channels, replying to customer inquiries, and escalating any issues to teams accordingly.
  • Maintain community response grid under the direction of the Director of Communications and ensure frequent and timely updates, making sure to avoid responses that are robotic and impersonal.
  • Flag any trending or hot button conversation/topics, partnering with appropriate teams when necessary and sharing insight around what may be driving certain conversations.
  • Work with cross-functional teams as needed on replies and escalation of any critical issues per internal procedure.
  • Relay community feedback to cross-functional teams daily regarding the state of each channel (Facebook, Instagram, Instagram DM’s, & Twitter) customer care and comms.
  • Provide highest level of customer care to growing customer base.
  • Assist customer care with order allocations and batching.
  • Monitoring chat, answering incoming customer calls and email. Troubleshooting with customer until they are satisfied with the outcome.
  • Provide shipping updating and troubleshoot shipping issues with couriers and DC team.
  • Work with cross-functional departments to understand product shipment cycle and advise customers on product availability.
  • Assist customers with fit and sizing advice, provide styling advise to customers when requested.
  • Navigate customers through the website, FAQ page, Help Center, and policies.
  • Offer solutions, address service errors, and build customer confidence.
  • Communicate any errors detected, i.e., incorrect prices, SKU misreads or mis-shipments.
  • Correct/relay customer feedback for continuous improvement initiatives.
  • Defuse customer situations and provide resolution in a timely and effective manner.
  • Effectively utilize resources to resolve issues independently and escalate when appropriate.
  • Other tasks are assigned as need to support daily business needs.

 

SKILLS:

  • Experience in Boutique customer service, social media, communications, and/or related degree.
  • Background in a customer facing role is a must.
  • Exceptional attention to detail and high organized with focus on execution, problem solving, and improving processes,
  • Ability to organize, prioritize, and reorder workload in a fast-paced environment.
  • Excellent communication with audiences across all levels of the company.
  • Team oriented; willing to step-in as needed and take on responsibilities outside of immediate scope when needed.
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