Social Media Specialist (Italian) in UK, Northern Ireland, Belfast, Northern Ireland, United Kingdom

Our Client is one of the worlds best known technology and software companies. Its dedicated team provides multi lingual front line technical support within many product groups. Concentrix handles a total of 1 million incidents annually. The Social Media Specialist is a front-line role, responsible for monitoring and responding to comments and feedback through Social Media channels, such as Facebook & Twitter. While the role focus is on Social Media, the Social Media Specialist will also support customer interactions through, email, voice, chat and community forums. This role reports to the Social Media Team Manager, ensuring that responsiveness to posts and comments is delivered within an agreed service level, and that the communication style and tone conforms to agreed Social Media guidelines Purpose: The Social Media Specialist will engage with customers to provide responses and identify issue resolutions in a professional conversational style fitting with the Social Media environment. Successful candidates will have strong customer focus and technical awareness, with an ability to use online resources and templates to compose and tailor their own responses to meet with customers individual needs. Our Social Media Specialist will support contacts for customers across various Social Media applications including Facebook, Twitter and forums as well as other more traditional channels like voice, email and chat. We will also have a proactive customer engagement strategy through Social Media and our Specialists will be responsible for researching and posting, articles and information that is likely to be of interest to Brand followers. Ideal candidates will be enthusiastic Social Media users, with a passion for customer services. Key traits: S Social Media savvy O Organised and focused on maintaining excellent product knowledge C Customer focused, empathetic and ready to take ownership for resolutions I Innovative and imaginative, taking initiative to look for alternative solutions A Agile, able provide support in the required style for various channels L Lively and outgoing, ready to quickly and positively engage across all media Responsibilities: Provide professional responses to user comments and questions on social media and other channels according to agreed service levels Owning and resolving technical issues for customers using the tools and resources provided Effectively communicate with customers via various support channels, creating brand advocates with a positive customer experience following a defined process. Deliver technical assistance in an engaging manner supporting customers at all technical experience levels Drive customer satisfaction and enhance the Client brand, through championing products and educating customers Actively reviews customer effort and helps increase brand awareness through social media and other channels Social Media Savvy understands and shows accountability for ethical and professional responses in 1 to many contact environments Can harness Social Media channels to educate brand followers and influencers increasing product knowledge and reach Truly become an ambassador for our client and their products, by embracing culture and tone of voice, within every social interaction you deliver. Continually monitor activity and interpret posts correctly, ensuring that responses are tailored according to the our client and their products brand personality, answering all questions posed fully and accurately Customer service follow-up, tracking and monitoring, including maintaining logs and tracker reports, ensuring all interactions are documented and followed through Post images, video and copy responses as per instructions provided Complete maintenance tasks as instructed including, but not limited to updating cover photos, editing existing copy, managing spam or offensive comments Day-to-day administrative tasks to ensure the continued running of our client and their products Social Media activities Essential Criteria: High level of fluency in written and spoken English and Italian Customer Focus Demonstrates at least 6 months experience in a customer service environment. Social Media Must have experience using popular Social Media platforms, especially Facebook & Twitter. Specialist Expertise- Demonstrates excellent technical proficiency and reasonable knowledge of the Internet, can communicate technical issues trouble shoot in a friendly manner to all levels of technical ability. Effective Communication Creative writing skills ability to repeat the same message, written in many different ways and tailor to customer technical expertise level. Working with others Team player, with the patience to learn and adapt to the communication style of, our client and their products brand personality. Supporting the team in achieving the highest quality standards. Takes an active role in generating a pleasant, productive and professional working environment. Planning & Organising Ability to multitask, plan and prioritise workload, and work on their own accord. Diplomatic and cool under pressure. Resilience Demonstrates resilience and ability to work on own initiative. Problem Solving Demonstrates problem solving and troubleshooting skills. Responsibility for Results Demonstrates ownership and accountability to achieve deadlines and targets. Managing Change- Ability to work effectively in a fast-pace, dynamic and changing environment. Negotiation and Influencing Excellent negotiation skills and ability to deal confidently with escalations /complaints. Passion Keen interest in Social Media engagement and delivering excellent customer service. Innovation Ability to look beyond obvious solutions and experiment with different approaches. Benefits: Eye Care Provision Cycle to Work Scheme Childcare Vouchers Annual Reward & Recognition Ceremony Free cakes and fruit on a Friday Pension Scheme Team and Concentrix events 28 days holiday (including stat days) Relocation: Belfast may be a small city but dont let the size fool you. Belfast is the cheapest city in the UK to live and work; it is the capital of Northern Ireland and a dynamic, growing city with millions being invested in regeneration. Tourism is thriving too, with new visitors discovering our humour, hospitality, scenery and quality of life. Northern Ireland is also home to much of the filming of Game of Thrones. Relocation Package (if required): Reimbursement of travel costs Up to 5 nights accommodation provided on arrival in city centre hotel Relocation class on first day Salary advance (if required) Ongoing relocation support All successful candidates will be required to go through a basic background and verification check. All offers will be subject to satisfactory checks. CONCENTRIX: About us A wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global business services firm transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. Based in 24 countries with a staff of more than 54,000 who speak 40+ languages, Concentrix offers industry expertise in 10 industries: Banking & Financial Services, Healthcare & Pharmaceutical, Insurance, Technology, Consumer Electronics, Retail & e-Commerce, Government & Public Sector, Media & Communications, Automotive and Travel, Transportation & Tourism.

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