Description
Job Title: CSR Webcare
Reporting to: Customer Service Team Leader
Department: Commercial/Customer Service
1. Mission/purpose
Replies to questions & complaints from customers through our Social Media with the aim of keeping the customer satisfied & ensuring its loyalty towards the company.
As Webcare agent you are acting as ambassador by protecting le company's image & branding on the Webpages.
2. Key responsibility areas
- Interact with their social community (mainly Facebook & Twitter)
- BE (By) an Ambassador on their social Media by helping the customer and promoting the brand
- Manage customer complaints and transpose it in a Positive result
- Manage customer questions through our social media (mainly)
- Manage customer questions by call or written
- Guide customers with advices in their decision process. Always put the customer first by providing a personal service and by maintaining constructive contacts
- Detect churn risk and take the necessary actions to avoid it
- Determine the best offer linked with the customer needs and convince the customer
- Interact with the Conversation Managers in case of issues, campaigns,
- Promote the company's products, actions & contests, be part of it
3. Major interactions
- Conversation Managers to align on the published content & define the actions to take
- CS Team Leader for exceptional fin. and/or com. solutions
- Coaches for assistance & help when work methods & processes are not clear.
- Peers within Back Office (billing, payment, technical) to have more specific questions answered
4. Specific expertise
- Written Skills, excellent grammar & spelling in your mother language and fluent in the second language
- Social Media communication skills
- Telecom Products and Services, Tariff plans (you'll be trained, but must have a general knowledge)
5. Education, specific training and experience
- Knowledge of social media use (Specially Twitter & Facebook)
- MS Office
- Office tools (excel, access, word)
6. Interpersonal skills
- ! Perfect written FR & NL !
- Customer & solution minded, empathy, pro-active, communicative, persuasive, analytic, investigator
- Stress & Change resistant
- Diplomatic & positive
- Team Player
- Creative
- Motivated & Motivator
- Multi-tasking
7. Schedule
40h/week, 8h max per day
Shifts: between 8h-21h + 1 Saturday/month