Customer Experience Representative

The Role:

The Customer Experience Representative responds to our clients’ fans and followers comments on social media in a friendly tone of voice.

• Respond to comments and posts received on social media pages within a stipulated time frame and in a tone of voice stated by the company
• Schedule/publish content provided by the Creative team on all the relevant social media networks and websites
• Boost/sponsor content on social media networks to the target consumer using a stipulated budget
• Source correct answers to fans/followers questions that might not be in a client’s Frequently Asked Questions (F.A.Q.) document and subsequently update the client’s F.A.Q. for future use. This includes but is not limited to product/service info, campaign info, special offers and any other information necessary to provide accurate answers
• Monitor the performance of boosted/sponsored content and make adjustments to optimize its performance
• Provide feedback and advice to the Digital Content Producers on content ideas based on the results of boosted/sponsored content
• Listen to social media conversations using specific hash tags and software provided by the company and respond to said conversations
• Prepare reports on social media activity for each client

• An excellent command of the English language
• A distinction in English Language and/or Literature
• Proofreading and editing skills
• Ability to create, compose, and edit written material
• Ability to write simply with a conversational style
• Ability to effectively manage time and schedules
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community