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Social Media Advisor - Exeter

Req ID#:  268249

Exeter, Agent Opening, GB

Social Media Advisor - Exeter

Customer Service

Sitel

Please note: This role is based in Exeter - Devon (please do not apply if you live anywhere else in the UK as this role is based in Devon)

The Contract:

  • Full Time 37.5 hours per week
  • Permanent
  • Weekly Pay
  • £9.80 per hour
  • Working between Mon-Sun 0630 to 2300

The Role:

With international and essential travel playing a crucial part of our global community, this is an exciting opportunity to join our very own Heathrow campaign supporting the busiest UK hub for international travel.

 

If you love to work with people, are passionate about travel and are looking for a chance to boost your experience working with customers and welcoming colleagues, within an office environment, we want to hear from you.

You will be the online representation of the Heathrow brand and your main role will be to deliver first class customer service via Heathrow’s digital platforms (Social Media and Live Chat).

Your Responsibilities

  • To provide excellent customer service to all passengers who contact us via Social Media and Live Chat.
  • Assist Passengers with engagement/making bookings/adding extras and calling out to take payment where required.
  • Be the first line of resolution when a passenger wishes to make a complaint, you should be comfortable to assist with a resolution before it is escalated
  • Assisting customers with any queries they may have, an example being: ‘What terminal does my flight depart from’, ‘How can I book a Covid test’
  • To work as a team to ensure the best resolution for the customer, one conversation can be handled by multiple agents so communication is key.
  • Liaising directly with the client if needed, especially in times of disruption and raising trends in real time
  • Send a morning report to the client each day covering the previous day’s trends and sentiment
  • Being able to hit appropriate targets, in terms of responses sent within 15 minutes.

Knowledge and Skills

  • Excellent telephone, keyboard, verbal and written communication skills
  • Effective time management and organisation skills
  • Ability to organize, set priorities and multi-task.
  • Must be able to work effectively as a team and autonomously
  • Effective problem solving skills

Data Notice

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection processes of Sitel and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.

Social Media Advisor - Exeter


Job Segment: Social Media, Media, Marketing

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