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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’ve got 40 offices in 25 countries, each one helping to redefine the landscape of strategy, creativity, media and technology. We’re excited about the awards we’ve won– such as Marketing’s Digital Agency of the Year, Markies, Tangrams and CRM agency of the year to name a few – but what excites us most is the people we work with, the clients we work for and the never-ending challenge that confronts us: Producing amazing effective work for our clients, day after day.

On top of great values, great people and great clients, we’ve also got tons of perks that we’re proud to offer – things like extra parent leave days, CSR volunteering opportunities, gym membership discounts and training and development schemes. And while we celebrate the people who’ve stuck by us and shaped us into the strong 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.