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- Tasks: Support customers via social media, calls, and emails while resolving inquiries efficiently.
- Company: Join Foundever, a global leader in customer experience with 170,000 associates worldwide.
- Benefits: Enjoy full-time hours, learning opportunities, career growth, and monthly incentives.
- Why this job: Be part of a dynamic team that values your talents and offers a fun work environment.
- Qualifications: Fluent in English with customer service experience and good organisational skills required.
- Other info: Flexible working hours with occasional Saturday shifts; training on multiple clients provided.
The predicted salary is between 24000 - 36000 £ per year.
About Foundever
Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Social Media Customer Service Agent
We are currently recruiting for a English speaking Customer Support agent to join our shared team.
The client group you are joining is part of the shared group, this means you will be trained on a second client and possibly other clients as and when required.
The shared group supports customers by call, email, chat, WhatsApp, letter and social media, you will be expected to support all channels.
The main purpose of this role is to work closely with the client to provide professional and efficient support to their customers for in line with contractual agreements.
We offer a good benefit package as below:
- Full time contract 37.5 hours over Monday to Friday 8am and 5:30pm
- Monday to Friday, occasional Saturday working
- Learning and Development courses
- Career opportunities within the account
- Monthly incentives
What you need to do in return? Well…you need to effectively use your excellent customer service skills for customer; assist them with their inquiries over the phone or by email; advise them on products and give the best resolution. We work on a fast paced environment and flexibility matters.
If you feel you would like to be part of this team and you are ready to show your best talents, please apply for this role:
Responsibilities and results:
- To respond to all customer enquires within given timescales, efficiently and effectively.
- To develop and maintain a full knowledge of client products and services.
- To be able to recognise when a problem or query should be transferred to another department or a more senior member of staff.
- To deal with all correspondence as requested/required.
- Logging of all calls accurately and in line with procedure.
- Responsible for maintaining and updating all administration.
- To consult product manuals, to be able to advise customer of appropriate options/solutions.
- To meet minimum monitoring criteria
- To meet and exceed daily/weekly targets
Pre-recruitment experience, knowledge and skills required are:
- Fluent in English
- Experience of or aptitude for Customer Service.
- Good organisational skills.
- A minimum of 20 wpm on a keyboard.
- A working knowledge of MS Word / Excel
- Excellent communication skills and the ability to remain calm in all situations.
- Ability to work on own initiative and under pressure in order to achieve deadlines.
- ECDL qualification an advantage
We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.
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Social Media Customer Service Agent employer: Sykes Enterprises, Inc.
Contact Detail:
Sykes Enterprises, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Social Media Customer Service Agent
✨Tip Number 1
Familiarise yourself with the latest trends in social media customer service. Understanding how brands interact with customers on platforms like Twitter, Facebook, and Instagram can give you an edge in interviews.
✨Tip Number 2
Practice your communication skills by engaging in role-play scenarios. This will help you prepare for real-life situations where you need to respond to customer inquiries quickly and effectively.
✨Tip Number 3
Showcase your flexibility and adaptability by discussing past experiences where you successfully handled multiple tasks or clients simultaneously. This is crucial in a fast-paced environment like Foundever.
✨Tip Number 4
Research Foundever’s client brands and their products. Being knowledgeable about what you’ll be supporting can impress interviewers and demonstrate your commitment to the role.
We think you need these skills to ace Social Media Customer Service Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience and skills. Emphasise your ability to handle inquiries across various channels, such as phone, email, and social media.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention specific examples of how you've successfully resolved customer issues in the past.
Highlight Relevant Skills: In your application, clearly outline your organisational skills, communication abilities, and any experience with MS Word and Excel. These are crucial for the role and should be front and centre.
Show Enthusiasm: Express your enthusiasm for the position and the company in your application. Let them know why you want to be part of their team and how you can contribute to their success.
How to prepare for a job interview at Sykes Enterprises, Inc.
✨Showcase Your Customer Service Skills
Make sure to highlight your previous customer service experience during the interview. Share specific examples of how you've effectively handled customer inquiries and resolved issues, as this role heavily relies on excellent customer service skills.
✨Familiarise Yourself with Social Media Platforms
Since the position involves supporting customers through various channels, including social media, it's crucial to demonstrate your familiarity with these platforms. Be prepared to discuss how you would handle customer interactions on social media and any relevant experiences you have.
✨Demonstrate Flexibility and Adaptability
The job requires working across different clients and channels, so be ready to discuss your ability to adapt to changing situations. Share examples of how you've successfully managed multiple tasks or adapted to new processes in a fast-paced environment.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Practice responding to potential customer queries or complaints, focusing on how you would provide efficient and professional support while maintaining a calm demeanour.