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Customer Experience Specialist
1 week ago
Their primary goal is to effectively engage with customers, provide accurate information, resolve issues, and guide potential customers towards scheduling appointments.
Key responsibilities include:
- Monitoring social media channels for customer inquiries and comments.
- Responding promptly and courteously to customer messages and comments.
- Providing accurate information about products/services and addressing customer concerns.
- Engaging in meaningful conversations to build positive customer relationships.
- Collaborating with internal teams to gather information for effective responses.
- Directing interested customers towards appointment scheduling.
- Demonstrating empathy and professionalism in all interactions.
- Identifying opportunities to enhance the customer experience on social media.
- Escalating complex issues to higherlevel support or appropriate departments.
- Keeping uptodate with product/service information and company policies.
- Analyzing and reporting on customer interactions and appointment conversion rates.
- Maintaining a consistent brand voice and adhering to social media guidelines.
- Staying updated on social media trends and best practices.
; Requirements:
- Strong written communication skills.
- Familiarity with various social media platforms.
- Customeroriented mindset with a focus on problemsolving.
- Ability to handle multiple conversations simultaneously.
- Empathy and patience in addressing customer concerns.
- Quick learner and adaptable to changing situations.
- Basic knowledge of the company's offerings and appointment scheduling process.
- Attention to detail and accuracy in information dissemination.
- Team player with the capacity to collaborate across departments.
- Previous customer service or social media management experience is a plus.
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