Social Media / Customer Experience Executive

Salary: £26,000 per year

Social Media/ Customer Experience Executive – South Shields – £20k + excellent benefits

Our client is a well-established e-commerce company based in South Shields, due to a huge increase in online sales they are now looking to recruit a Social Media/ Customer Experience Executive to help and manage their customers online queries and reviews on the following platforms – Facebook, Twitter, Amazon, eBay, Reviews, Reevoo, Bazaare Voice, verified-reviews, Trust Pilot and Google to name a few.

Responsibilities include:

* Manage and integrate the Company’s social media presence across all platforms

* Analysing and collating customer feedback trends to identify areas of improvement within the customer journey

* Develop an understanding of Trustpilot, including monitoring reviews, flagging negative reviews that breach review guidelines

* Adheres to company workplace policies and codes of behaviour

* Actively recognises the need for customer confidentially

* Supports the customer and solves their issue in the most efficient way possible in a single contact

* Handles and resolves customer queries, complaints and objections in a professional manner

* Agrees performance targets with team leader and then monitors own progress against personal performance and development plan

* Takes an active role in team-working and providing support to colleagues

* Proactively undertakes and promotes personal development

* Identifies repeat issues and provides feedback to team leaders

Experience Required:

* Show an analytical aptitude. You will be able be able to analyse trends and suggest solutions

* Strong experience with MS Office, including Excel

* Excellent verbal and written communication and interpersonal skills.

* Customer focused approach to work, with an understanding of customer service and the impact on customers and the business.

* Experience in providing excellent customer care/ working in a customer service setting

* Ability to handle complaints with an empathetic and common-sense approach, whilst remaining objective

* Excellent problem-solving /troubleshooting skills

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