Are you ready to POWER UP your skills? Take the leap and join Concentrix's League of TOP-NOTCH TALENTS! Prepare for an Extra-Ordinary Journey where you not only Collaborate with Industry Champions but also immerse yourself in an Innovative Workplace filled with Laughter, Continuous Learning, and Limitless Opportunities. Join the Leading Global Provider of CX and Tech Services and seize this moment to #JoinConcentrix!
Job Summary: Be part of our Pioneer Social Care and Engagement Team as a Social Media Specialist (Subject Matter Expert)! The Social Care Team will be Responsible in Fostering Meaningful Interaction(s) with Customer(s) Across Multiple Social Media Platform(s) such as Facebook, Instagram, TikTok - and will also Include Other Online Platform(s) such as Blog(s), Yelp, and Reddit. Function(s) Focus on Proactive Engagement and Finding Creative Way(s) to Engage with Customer(s) to Encourage Ongoing Conversation(s) and Interaction(s) - Contributing to a Vibrant Online Community. Online Interaction(s) will also Include Responding to Customer Inquiries while Reviewing Feedback and Post(s) to Improve Future Engagement Strategies.
Essential Duties and Responsibilities:
- Provide Support and Assistance to Frontline Employee(s) in Resolving Complex Customer Issue(s), Collaborate with Team Leader(s) and Management to Align Training Effort(s) with Identified Opportunities in Current Contact Center Process(es) and Customer Satisfaction, Serve as a Go-To Resource for Frontline Employee(s) with Question(s) or Challenge(s) and Provide Mentorship while Fostering a Collaborative Work Environment
- Contribute in the Development and Maintenance of a Knowledge Base that would Include Frequently Asked Question(s), Product Information, and Other Best Practice(s) in Resolving Customer Issue(s) to Support Frontline Employee(s) in Real-Time Interaction(s), Help Analyze Call Metric(s) and Performance Data to Identify Trend(s), Area(s) for Improvement, and Best Practice(s)
- Gather and Analyze Customer Feedback to Understand Pain Point(s) and Expectation(s), Participate in Focus Group Discussion(s) or Meeting(s) to Share Idea(s) on Product Specific Update(s) and Opportunities with Operational Transaction(s), Create Report(s) as Needed on Performance, Common Issue(s) Encountered, and Customer Feedback to Inform and Help with Leadership Decision(s) and Overall Strategic Planning within Operations
Minimum Hiring Qualifications:
- Associate's Degree in a Related Field with 1 Year(s) of Relevant Experience in a Similar Support Environment (Social Media Support, Social Media Care, Social Media Management, Social Media Engagement, Social Media Listening, and Content Moderation)
- Internet or Social Media Savvy, Exposure to Different Social Media Platform(s) (Facebook, Instagram, TikTok), Knowledge and Experience with 'SPRINKLR' is Required
- Highly-Motivated Individual with Skills to Support and Coach Frontline Employee(s) to Achieve Performance Expectation(s), Strong Communication Skills and Ability to Work Well Under Pressure, Ability to Multi-Task, Prioritize Effectively, and Meet Timeline(s) on Deliverable(s)
- Ability to Mentor, Coach, and Provide Direction(s) to Frontline Employee(s), Ability to Work Well Under Pressure and Follow through on Item(s) to Completion, Proficient with Microsoft Office Tool(s), Willingness to Work on Shifting Schedule(s) and Rest Day(s) for Support Coverage, and Working on Holiday(s), Can Commit to Work On-Site in the Assigned Work Location(s)
Get Hired and Enjoy the Following:
- Interact/Collaborate and Learn from Industry Experts
- Multiple Opportunities for Learning and Development
- Enjoy a Fun - and Competitive Working Environment
Work Location: Concentrix Bridgetowne (Quezon City)
Are you ready to POWER UP your skills? Take the leap and join Concentrix's League of TOP-NOTCH TALENTS! Prepare for an Extra-Ordinary Journey where you not only Collaborate with Industry Champions but also immerse yourself in an Innovative Workplace filled with Laughter, Continuous Learning, and Limitless Opportunities. Join the Leading Global Provider of CX and Tech Services and seize this moment to #JoinConcentrix!
Job Summary: Be part of our Pioneer Social Care and Engagement Team as a Social Media Specialist (Subject Matter Expert)! The Social Care Team will be Responsible in Fostering Meaningful Interaction(s) with Customer(s) Across Multiple Social Media Platform(s) such as Facebook, Instagram, TikTok - and will also Include Other Online Platform(s) such as Blog(s), Yelp, and Reddit. Function(s) Focus on Proactive Engagement and Finding Creative Way(s) to Engage with Customer(s) to Encourage Ongoing Conversation(s) and Interaction(s) - Contributing to a Vibrant Online Community. Online Interaction(s) will also Include Responding to Customer Inquiries while Reviewing Feedback and Post(s) to Improve Future Engagement Strategies.
Essential Duties and Responsibilities:
- Provide Support and Assistance to Frontline Employee(s) in Resolving Complex Customer Issue(s), Collaborate with Team Leader(s) and Management to Align Training Effort(s) with Identified Opportunities in Current Contact Center Process(es) and Customer Satisfaction, Serve as a Go-To Resource for Frontline Employee(s) with Question(s) or Challenge(s) and Provide Mentorship while Fostering a Collaborative Work Environment
- Contribute in the Development and Maintenance of a Knowledge Base that would Include Frequently Asked Question(s), Product Information, and Other Best Practice(s) in Resolving Customer Issue(s) to Support Frontline Employee(s) in Real-Time Interaction(s), Help Analyze Call Metric(s) and Performance Data to Identify Trend(s), Area(s) for Improvement, and Best Practice(s)
- Gather and Analyze Customer Feedback to Understand Pain Point(s) and Expectation(s), Participate in Focus Group Discussion(s) or Meeting(s) to Share Idea(s) on Product Specific Update(s) and Opportunities with Operational Transaction(s), Create Report(s) as Needed on Performance, Common Issue(s) Encountered, and Customer Feedback to Inform and Help with Leadership Decision(s) and Overall Strategic Planning within Operations
Minimum Hiring Qualifications:
- Associate's Degree in a Related Field with 1 Year(s) of Relevant Experience in a Similar Support Environment (Social Media Support, Social Media Care, Social Media Management, Social Media Engagement, Social Media Listening, and Content Moderation)
- Internet or Social Media Savvy, Exposure to Different Social Media Platform(s) (Facebook, Instagram, TikTok), Knowledge and Experience with 'SPRINKLR' is Required
- Highly-Motivated Individual with Skills to Support and Coach Frontline Employee(s) to Achieve Performance Expectation(s), Strong Communication Skills and Ability to Work Well Under Pressure, Ability to Multi-Task, Prioritize Effectively, and Meet Timeline(s) on Deliverable(s)
- Ability to Mentor, Coach, and Provide Direction(s) to Frontline Employee(s), Ability to Work Well Under Pressure and Follow through on Item(s) to Completion, Proficient with Microsoft Office Tool(s), Willingness to Work on Shifting Schedule(s) and Rest Day(s) for Support Coverage, and Working on Holiday(s), Can Commit to Work On-Site in the Assigned Work Location(s)
Get Hired and Enjoy the Following:
- Interact/Collaborate and Learn from Industry Experts
- Multiple Opportunities for Learning and Development
- Enjoy a Fun - and Competitive Working Environment
Work Location: Concentrix Bridgetowne (Quezon City)