Customer Experience Specialist at Beyond The Visual

JOB DESCRIPTION

You are the true definition of “social”. You have the ability to connect and interact with people in a virtual world, keeping them engaged and entertained with your captions and content. Your ability to act as the connection between a brand and its target audience knows no bounds. 

You serve as the brand's voice, tone, and moderator through community support, content distribution, and digital interaction to increase brand visibility and trust online. You should be able to support our clients and network with them while building strong working relationships that will increase the business revenue potential.

Ultimately, you will also work directly with clients to help solve their problems and ensure their satisfaction while they have an active account with us.

DUTIES AND RESPONSIBILITIES 

• Work cross-functionally with the Business, Product, Growth & Marketing team to maximize efficiency and effectiveness of products and process improvements.

• Implement, track and measure customer metrics to recognise trends and satisfaction, this includes support metrics.

• Establishing a keep in touch plan with new customers to build and maintain strong, long lasting customer relationships.

• Work with marketing by analyzing our customer base and gaining feedback from our current customers, to influence communications and ways to spotlight our customers.

• Work with training to help with onboarding customers to ensure that customers are getting the most value from Softworks. Map out the onboarding process for each segment.

• Respond to messages on our social media channels, as well as responding to client/brand communications about our goods, services, and any inquiries they may have.

• Must be able to track and manage data and insight derived from content.

• Review users' reports so as to identify areas for improvement, and analyze content performance on a monthly basis.

• Analyze competitors' content performance and use the data to conduct brand building activities through writing contents that boost the brand's image.

• Attend client meetings, listen to various stakeholders' views on a content strategy, revise the strategy according to the clients' needs and audience's interests when necessary.

• Must be able to use Mail Chimp and other content scheduling tools

REQUIREMENTS

• Absolute professionalism when dealing with clients to represent the company in a positive light

• Relative experience in Community Engagement, Customer Service and/or Public Relations

• Proficiency with using social media platforms, such as Facebook, Twitter, LinkedIn, Instagram, etc.

• Excellent verbal and written communication skills 

• Ability to exercise initiative and to embrace and adapt to change

• Proficiency with Google Workspace (Docs, Sheets, Meet, Slides, etc.)

• Proficiency with using Sales, Social Media monitoring, Project Management and Customer Service

• Strong organizational skills and readiness to work on several projects simultaneously