Nutun - Social Media Customer Service Agent - Benoni
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Social media is the new wave of forward-thinking customer service. Nutun CX is hiring customer care representatives for customer support activities such as providing guidance and answering questions. We are a people-orientated business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success. Job Role: Social media is the new wave of forward-thinking customer service. Nutun CX is now hiring customer care representatives for customer support activities such as providing guidance, answering questions, addressing complaints, responding to online reviews, and issuing refunds via social channels. Required Education and Competencies: Matric Certificate Strong knowledge of the social media channels and their best practices Ability to provide a positive customer experience Excellent writing skills with good attention to grammar and sentence structure. Ability to manage and handle customers on social media platforms like Twitter, Facebook, Instagram, trust pilot, webchat and Google Working knowledge of social media tools Solid customer service skills Good communication and interpersonal skills Ability to work in a fast-paced environment Excellent command of the English language Strong reading comprehension of English. 60% in English and above Sufficient educational background and screening Meet English assessment tests upon screening Computer skills Attention to detail Willingness to learn Email and chat experience Strong written communication skills Strong customer service experience with minimum Required experience: A minimum of 2 years experience as a social media agent or a similar role A minimum of 2 years of customer service experience Experience assisting Consumer through Digital Channels such as email and Chat Role responsibilities: Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Follow communication procedures, guidelines and policies. Willingness to learn and go the extra mile for the customers. Receiving a high volume of queries from customers. Striving to achieve first query resolution and maintain the quality of service provided. Have analytical skills to understand the needs and complaints of the customer before offering them the best possible solution. Responding efficiently to customers and creating a positive experience. Provide end to end solution to all queries and ensuring close off to complaints. Provide excellent customer service with great attention to detail. Resolve customer inquiries efficiently and quickly via social media based within the scope of work or escalating to relevant stakeholders. Knowing company products and services to effectively communicate with customers and provide them with the correct resolution. Staying informed on all the current and latest social media trends, innovations, and changes. Understanding and using the required software, reports, tools, and metrics. Referring escalated queries to the appropriate department if needed. Participating in training and striving to increase and improve existing skills. Adhering to all company policies and procedures. Achieving set KPI’s designated by the campaign and ensure a high level of customer service is provided on every query. Be active on social media, up to date with current trends, media, slangs and understands social media concepts. We endeavour to provide feedback to all candidates whenever possible, however, if you do not hear from us within 14 days from the closing date, please consider your application unsuccessful. All positions will be filled in accordance with our Group Employment Equity plan.
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