Nespresso Hiring for Social Media Customer Service Specialist (Remote) Job at New York, NY Full Time

The Social Media Customer Service Specialist will be responsible for managing the social media community management, live chat, ratings & reviews interactions and customer care engagement by continuously monitoring Nespresso’s social media and ratings & reviews channels to communicate, respond to and engage with the community. This role will also encourage loyalty and foster positive conversations with our customers and clients alike. A passion for social media and customer care engagement is essential with a vast understanding of digital and social media platforms.

Responsibilities:

• Utilize tools like Sprinklr, Live Chat/email platform and IPad to engage with the community, share insights and observations, track and report on customer responses, customer sentiment, trending topics and common conversations that arise.
• Summarize insights and conversations and work with Community Manager to create actionable, operational reports that lead to optimization and efficiency in performance.
• Monitor comments and manage engagement of complaints in a quick and timely manner with the ability to identify trends, detect potential influencers as well as proactively spot warning signs /potential crises.
• Crisis Management flag any critical issues for customers and Nespresso to Community Manager and appropriate internal teams for immediate guidance and resolution.
• Respond to comments and conversations, when appropriate, in order to foster positive engagement and add value to the customer member’s experience.
• Write fresh, engaging content on a daily basis, know the communities on each platform, understand channel-specific nuances and act as the face and voice of the brand through engagement.
• Ensure customer satisfaction on Social Media platforms through quality of engagement and escalate situations where appropriate, to internal teams and stakeholders.
• Knowledge and understanding of Customer Service Procedures and internal Protocols and Policies; create and develop new protocols when needed and as advised by Management.
• Demonstrate brand expertise on products and services as well as a rich understanding of key activations, product launches and Marketing-related activities recognizing the impact these may have on volume.
• Embrace brand guidelines when required; act as a brand advocate through quality of engagement.
• Assist Community Manager with creation, conception and presentation of Social Media strategy and integrated marketing campaigns.
• Execute the direction of strategy/planning and creative leads with consumer insight.
• Assist in communicating the potential impact of Social strategies and Marketing activities on Customer Relations Center and customers.
• Communicate and coordinate customer service, production and strategy/planning teams ensuring that community strategy supports overall brand goals and objectives.
• Present cross-functional work to the broader CRC always tying it back to the operation.
• Active, constructive participant in inter-department and cross-service line communications (B2C and B2B), attending relevant project-related calls and meetings in alignment with Community Manager’s direction and guidance.
• Assist and support Community Manager in the ongoing education of the broader CRC with a focus on Community Management and Customer Care Engagement by sharing trends, observations and best practices gleaned through ongoing and continuous moderation of feeds.
• Work with Direct Manager to identify relevant workshops, conferences and trainings for attendance, when possible, that tie back to core functions of Community Management and continuous education.

Requirements:

• Bachelor’s degree required, preferably in: Business Administration, Marketing or in a related field.
• 2+ years of social media and ratings/reviews management or customer engagement required.
• Demonstrated proficiency in MS Office (Word/Excel/PowerPoint/Outlook) required.
• Familiarity with social media platforms such as Facebook, Instagram and Yelp required.
• Must have excellent customer service, communication (oral and written), organization and stakeholder management skills.
• Must have strong time management and planning skills, as well as must be detail-oriented.
• Must be willing to work a flexible work schedule including weekdays and weekends (Saturdays only) in the mornings/afternoons/early evenings.
• Must be willing to work under pressure to meet tight deadlines with minimal supervision.
• Familiarity with Sprinklr or other customer engagement platforms is desired.

Requisition ID:
205481