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Customer Services Manager


As a Customer Services Manager at DigitasLBi, your key role will include being one of the primary supports for our client’s customers through social media, primarily Facebook. The Customer Services Manager is responsible for supporting the entire interaction of customers with the brand on Social Media, from assisting with product enquiries to ensure timely escalation to the Support Centre.

The role requires the candidate to be organized, quick in assessing cases, and have excellent written communication skills.

What you’ll do:

  • Lead all customer interactions on Facebook
  • Quickly assess customer’s issue and provide timely response as well as first level support for problem resolution where possible
  • Escalate unresolved issues expeditiously to the appropriate area/domain
  • Document all interactions accordingly using the client’s customer experience management platform (Sprinklr)
  • Help clients prioritize customer service related cases
  • Being an ambassador to their brand, understanding the key products and services of the organization
  • Help to build operational plans for Customer Services
  • Manage process and tools between agency and clients
  • Contractual work for a minimum of 6 months

Knowledge you’ll need:

  • Minimum High School Diploma or GED equivalency
  • Experience in working on platforms like Facebook and Sprinklr
  • Knowledge of Microsoft Office, including Word, Excel, PowerPoint, Outlook etc.
  • Ability to work independently as well as collaboratively
  • Ability to prioritize and execute with a sense of urgency and preciseness
  • Ability to use sound business judgement to resolve issues with internal and external customers
  • Strong written and communication skills
  • A keen attention to detail
  • This role reports into the Community Manager

Got what it takes? Show us your magic!

About DigitasLBi 

We have 40 offices in 25 countries, each one helping to upend and redefine the landscape of strategy, creativity, media and technology. We’re pumped about the accolades we’ve earned – cue Titanium Lions, Gold Pencils and making LinkedIn’s Most InDemand Employer List of 2014 – but what energizes us most is the people we work with, the clients we work for and the never-ending challenge that confronts us: Producing amazing creative, day after day. On top of great values, great people and great clients, we’re proud to offer many great perks – things like flex vacation days, tuition reimbursement, gym membership discounts and anniversary gifts for the many people who’ve been with us 5, 10, 20 years and more. And while we celebrate those who’ve stuck by us and shaped us into the creative force that we are today, we’re always looking for great new talent help us grow even stronger. If that’s you, well, come join us.

DigitasLBi is an equal opportunity employer.