As a Customer Advocate with a social media focus, you will be responsible for managing and responding to customer inquiries and feedback across various social media platforms. You will play a vital role in enhancing our brand's online presence and ensuring that customers receive timely and personalized support.
WHAT WILL YOU DO
- Social Media Management:
- Monitor and actively engage with customer inquiries and comments on Tractive's social media channels, including but not limited to Facebook, Twitter, Instagram, and YouTube.
- Respond to customer inquiries promptly, providing accurate information and resolutions.
- Customer Engagement:
- Build and maintain positive relationships with customers through social media interactions.
- Acknowledge and appreciate positive customer feedback and address concerns with empathy and professionalism.
- Issue Resolution:
- Investigate and resolve customer issues and complaints via social media, ensuring customer satisfaction.
- Collaborate with Tier 1 and Tier 2 support teams when necessary to resolve complex issues.
- Content Sharing:
- Share relevant content, updates, and announcements on social media platforms to engage and inform our customer base.
- Feedback Loop:
- Compile and report customer feedback, trends, and insights from social media to the relevant teams within the organization.
- Advocate for improvements in our products and services based on social media feedback.
- Social Media Guidelines:
- Adhere to company guidelines and policies when representing Tractive on social media platforms.
- Maintain a consistent and professional brand voice.
- High school diploma or equivalent; a bachelor's degree is a plus.
- Minimum of 1-2 years of experience in customer support, with a focus on social media management.
- Strong understanding of various social media platforms and their best practices.
- Previous experience with social media support tools is preferred.
- Excellent written communication skills, with the ability to craft engaging and concise responses.
- Empathetic and customer-centric mindset, with the ability to resolve issues effectively.
- Familiarity with pet-related products or services is a plus.
- Ability to work in a fast-paced and dynamic environment.
- Passion for pets and an understanding of their needs.
