accenture
  • Home
  • >
  • Social Media Support Representative

Social Media Support Representative

Accenture

accenture

Job description

Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.

Job Description

Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.

The incumbent is primarily responsible for providing Customer Care solutions according to the Service Level Agreements and the Company quality and quantitative standards, by ensuring that the complex of Customer care needs are resolved in a timely fashion.

The role includes some or all of the following key responsibilities:  

  • Support and expand Social Media’s self-serve advertising customer base
  • Demonstrate the value of Social Media’s advertising solutions and provide pre and post-sales support for all self-service products.
  •  Perform chat, email and phone support for small and medium companies from North America.
  • Provide product and basic tool support to improve their experience and drive higher spend.
  • Provide suggestions to improve process & workflows
  • Receive and log internal and/or external customer problem/request/issue and ensure proper documentation
  • Perform customer request/problem identification and follow defined procedures to resolve correctly
  • Develop and maintain knowledge of customer and customer-specific business environment
  • Develop and maintain an understanding of customer Service Level Agreements and department’s/product’s key performance requirements
  • Perform incident notification and escalation to ensure problems/requests/issues are communicated
  • Document troubleshooting efforts and customer information in data capture tool and when required, transfer call or promptly notify responsible party for resolution
  • May perform follow-up on incidents with customer to ensure customer satisfaction
  • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
  • May take accountability for effectively handling senior-level escalations or customer complaints received via various sources

Qualifications

Basic Qualifications

  • High School Diploma or GED
  • Min 1 yr of customer service
  • Familiarity with online advertising products
  • Superior communication skills
  • Ability to work all shifts as required (including holidays)
  • PC skills and keyboarding skills
  • Experience using social media

 Professional Skill Requirements

  • Flexible and quick learners, able to adapt to continuously evolving needs of both the business and the customer
  • Self-driven with attention to detail and follow through Strong analytical and decision making skills that demonstrate good judgment
  • High level of professional customer service skills solutions mindset, helping nature, passion for the customer and customer experience
  • Demonstrate speed, agility, critical thinking, and problem solving skills in their work
  • Ability to ramp up quickly
  • Ability to multitask and work under pressure
  • Uses knowledge base and a sensible business approach to confidently make decisions Superior communication skills verbal, written, and listening skills
  • Demonstrate forward, innovative thinking
  • Demonstrated leadership in professional setting; either military or civilian
accenture

Job description

Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.

Job Description

Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.

The incumbent is primarily responsible for providing Customer Care solutions according to the Service Level Agreements and the Company quality and quantitative standards, by ensuring that the complex of Customer care needs are resolved in a timely fashion.

The role includes some or all of the following key responsibilities:  

  • Support and expand Social Media’s self-serve advertising customer base
  • Demonstrate the value of Social Media’s advertising solutions and provide pre and post-sales support for all self-service products.
  •  Perform chat, email and phone support for small and medium companies from North America.
  • Provide product and basic tool support to improve their experience and drive higher spend.
  • Provide suggestions to improve process & workflows
  • Receive and log internal and/or external customer problem/request/issue and ensure proper documentation
  • Perform customer request/problem identification and follow defined procedures to resolve correctly
  • Develop and maintain knowledge of customer and customer-specific business environment
  • Develop and maintain an understanding of customer Service Level Agreements and department’s/product’s key performance requirements
  • Perform incident notification and escalation to ensure problems/requests/issues are communicated
  • Document troubleshooting efforts and customer information in data capture tool and when required, transfer call or promptly notify responsible party for resolution
  • May perform follow-up on incidents with customer to ensure customer satisfaction
  • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
  • May take accountability for effectively handling senior-level escalations or customer complaints received via various sources

Qualifications

Basic Qualifications

  • High School Diploma or GED
  • Min 1 yr of customer service
  • Familiarity with online advertising products
  • Superior communication skills
  • Ability to work all shifts as required (including holidays)
  • PC skills and keyboarding skills
  • Experience using social media

 Professional Skill Requirements

  • Flexible and quick learners, able to adapt to continuously evolving needs of both the business and the customer
  • Self-driven with attention to detail and follow through Strong analytical and decision making skills that demonstrate good judgment
  • High level of professional customer service skills solutions mindset, helping nature, passion for the customer and customer experience
  • Demonstrate speed, agility, critical thinking, and problem solving skills in their work
  • Ability to ramp up quickly
  • Ability to multitask and work under pressure
  • Uses knowledge base and a sensible business approach to confidently make decisions Superior communication skills verbal, written, and listening skills
  • Demonstrate forward, innovative thinking
  • Demonstrated leadership in professional setting; either military or civilian

How else we can help...

writing

Career Guides

office workspace

Help me with my cover letter

Did you apply for this job?

If you submitted an application, click Yes and we will add this position to your Job Tracker. If you did not apply, please click No.
Yes Remove from my Favorites