Our new colleague will be responsible for delivering support to customers contacting the company on its social media channels.
He / she will ensure team reporting, and discover new trends / issues which may have an impact on the company and its customer base.
In addition, build a framework for the continuous improvement of workflows using customer support and social media tools.
You will be also responsible for :
Deliver the day-to-day social media support experience (answering posts on social media, training, help and reporting).
3rd level tier support to external company agents.
weekly and monthly reporting on social media support performance, including new issues and trends
Customer social media support journey, and increase the resolution rate on the company’s owned social media channels.
Research and implementation of new technologies which help to improve the customer support experience on social media.
What do we expect :
Excellent English oral and written communication skills (English native speakers are preferred)
Ability to establish rapport and use probing questions to identify customer preferences
World-class customer focus, responsiveness and empathy to customers’ needs and concerns
Persuasive and tactful in order to win over customers with offers available to them
Decision-making and creative problem-solving skills
Highly developed interpersonal skills, ability to achieve win-win solutions
Ability to handle rejection and ability to meet retention goals
Avast is a great place to work, we offer friendly and dynamic environment, many opportunities and challenges. You will communicate with our customers all around the world.
Except that you will get a competitive salary and many interesting benefits, we are moving to a new amazing office with own canteen (free food available), gym and much more.
Sounds good? Let us know.