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Customer Services Manager

Detalles

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!

Sobre DigitasLBi

Tenemos 40 oficinas en 25 países, cada una apoyando para formar y redefinir el paisaje de la estrategia, creatividad, media y tecnología. Estamos muy entusiasmados con los premios que hemos ganado – como por ejemplo “Titanium Lions”, “Gold Pencils” y “LinkedIn’s Most InDemand Employer List of 2014”. Pero lo que más nos energiza es la gente con la que trabajamos, nuestros clientes y el reto interminable que afrontamos: Producir increíbles ideas creativas, día tras día.

Además de grandes valores, grandes personas y grandes clientes, también tenemos un montón de ventajas que estamos orgullosos de ofrecer - cosas como días de vacaciones flexibles, reembolso de matrícula, descuentos de abonos de gimnasio y regalos de aniversario para las personas que han estado con nosotros más de 5, 10, 15 y 20 años. Y mientras homenajeamos a las personas que se han quedado con nosotros y han dado forma a la fuerza creativa que somos hoy en día, estamos siempre en busca de un gran talento nuevo que nos ayude a crecer aún más fuerte. Si eres tú, bueno, ven y únete a nosotros

DigitasLBi es un empleador de igualdad de oportunidades.