Customer Service (Social Media)
A LITTLE BIT ABOUT Boldr
- Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
- We are a global team, united by our desire to connect diverse people with common values for boldr impact.
- We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.
LET’S START WITH OUR VALUES
- Meaningful connections start with AUTHENTICITY
- We do our best work by being CURIOUS
- We grow by remaining DYNAMIC
- Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
- At the heart of great partnerships we’ll always find EMPATHY
WHAT IS YOUR ROLE
As a Senior Customer Advocate with a social media focus, you will be responsible for managing and responding to customer inquiries and feedback across various social media platforms. You will play a vital role in enhancing our brand's online presence and ensuring that customers receive timely and personalized support.
WHY DO WE WANT YOU
We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.
WHAT WILL YOU DO
- Social Media Management:
- Monitor and actively engage with customer inquiries and comments on social media channels, including but not limited to Facebook, Twitter, Instagram, and YouTube.
- Respond to customer inquiries promptly, providing accurate information and resolutions.
- Customer Engagement:
- Build and maintain positive relationships with customers through social media interactions.
- Acknowledge and appreciate positive customer feedback and address concerns with empathy and professionalism.
- Issue Resolution:
- Investigate and resolve customer issues and complaints via social media, ensuring customer satisfaction.
- Collaborate with Tier 1 and Tier 2 support teams when necessary to resolve complex issues.
- Content Sharing:
- Share relevant content, updates, and announcements on social media platforms to engage and inform our customer base.
- Feedback Loop:
- Compile and report customer feedback, trends, and insights from social media to the relevant teams within the organization.
- Advocate for improvements in our products and services based on social media feedback.
- Social Media Guidelines:
- Adhere to company guidelines and policies when representing Tractive on social media platforms.
- Maintain a consistent and professional brand voice.
WHAT WE’LL LIKE ABOUT YOU
YOU ARE…
- Curious and authentic, just like us! #beboldr
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about client satisfaction
YOU HAVE…
- Bachelor's degree in marketing or any field related.
- Minimum of 2-3 years of experience in customer support, with a focus on social media management.
- Strong understanding of various social media platforms and their best practices.
- Previous experience with social media support tools is preferred.
- Excellent written communication skills, with the ability to craft engaging and concise responses.
- Empathetic and customer-centric mindset, with the ability to resolve issues effectively.
- Ability to work in a fast-paced and dynamic environment.
Salary Range: CAD $38,400- $48,000 annually
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