Customer Experience Specialist

12 hours ago

Petaling Jaya, Malaysia Westwood Clinic Full time

The Social Media Customer Care Specialist is responsible for handling customer inquiries and interactions across diverse social media platforms. 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 higher-level support or appropriate departments.
- Keeping up-to-date 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.
- Customer-oriented mindset with a focus on problem-solving.
- 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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