Part-Time Work at Home German Social Media Weekend in Luton, Luton, United Kingdom

Concentrix Romania Direct Employer

1 Job Description

Applicants for this position must possess a strong understanding of how to use a variety of social media platforms, tools, and technologies (i.e. blogs, forums, consumer review sites, Twitter, Facebook, Flickr, LinkedIn, YouTube, Pinterest, Foursquare, etc.). Working in a team within a customer care environment, responsible for customer assistance and marketing support service to customers on Automotive Social Media Channels.

Monitoring the social media landscape and addressing questions/comments/issues regarding the brand in a timely manner. To continually promote the “care” attitude in delivery of customer care in line with the European Customer Care Statement of Direction.

General day-to-day duties include:

  • Social Media Care Support:
  • Detailed logging of all Social Media interactions in Customer Relationship Management system.
  • Provide proactive support to consumers requesting assistance with dealer, vehicle locates and product concerns / inquiries.
  • Re-acting to messages, mentions and comments on Opel / Vauxhall specific Social Media sites (e.g. Facebook / Twitter) in a manner that promotes great brand experience
  • When appropriate, promote sales and lead captures for the client by accurately and enthusiastically responding to consumer questions about products, features, benefits, incentives, and promotions.

  • Analysing Social Media:
  • Pro-actively research Social Media platforms (blogs, forums, Twitter, Facebook etc.) for brand sentiment, relevance and influence including customer queries & complaints
  • Identify trends on Social Media to create a warning system for the entire Customer Care Team.
  • General Duties:
  • Spoken and written language skills to native standard (including business correspondence), thorough understanding of the native culture
  • Meet ECCC standards in volume, quality, performance & attendance while following Opel / Vauxhall Policies and Procedures in a positive manner
  • Demonstrate a positive attitude, professionalism, initiative, and flexibility in performing daily job functions
  • Understanding and applying the Opel / Vauxhall brand policies & empowerment to resolve the customer service requests..
  • Where necessary liaising with business partners - i.e. Opel / Vauxhall brand retailers, field managers and internal departments to develop service request resolutions & action plans
  • Escalating issues to the Team Leader, ensuring the group maintains professionalism at all times whilst working within strict service level criteria
  • Ability to use English as second language during European multi-national meetings, for systems, performance evaluation and training purposes
  • Flexibility towards work schedules/shift patterns, flexible approach to normal duties to support the wider team as and when business requirements dictate. It is on occasion necessary to undertake additional duties and training where necessary in order to provide cover in the event of absence and in the event of increased work volumes.
  • Adhere and contribute to defining processes that produce best-in-class social consumer care experiences, focusing on constant improvement and a value-based approach.
  • Participate in any required training/industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.

Minimum Skills

1.1 Technical Skills

  • Ability to operate a Desktop Computer System and possess a familiarity of Operating System (Windows 7), MS Word & Excel (2010).
  • In depth knowledge of common Social media websites and their features (e.g. Facebook / Twitter) as well as country specific automotive blogs and forums.
  • Intermediate reporting and analysing data skills using Social Media tool (experience with Radian6 or similar tool desirable)
  • Demonstrated ability in using Communication applications such as telephony equipment, email or chat.
  • Ability to type a minimum of 35 words per minute

1.2 Soft Skills

  • Exceptional communication skills as well as actively executing Social Media etiquette.
  • Must be familiar with the use of hashtags and other Social Media specific technologies.
  • Candidate must display exceptional pro-active behaviours and positive nature toward the Opel / Vauxhall brands and customer service.
  • Advanced knowledge of the Opel / Vauxhall brands is required.
  • Customer service excellence – enjoys direct contact with customers by telephone and understanding the customer’s needs, displays diplomacy, is polite, remains calm, listens, and apologises where necessary, always portrays a professional & positive image to the customer
  • Excellent written and verbal communication skills in native language, calm and methodical approach, active listening skills, listens to the customer, responds with appropriate feedback
  • Good native language skills, understanding trainings/meetings delivered in English
  • Ability to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritise and manage own workload
  • Logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage, ability to work on own initiative to follow up and resolve service requests raised by customers
  • Team player - helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards

JOB SEARCH

Keywords / job title / skill / company

Type any location in the box above, or select below :
Africa
Asia & Pacific
CIS
Europe
Middle East
North America
South America
Afghanistan
Åland Islands
Albania
Algeria
American Samoa
Andorra
Angola
Anguilla
Antarctica
Antigua and Barbuda
Argentina
Armenia
Aruba
Australia
Austria
Azerbaijan
Bahamas, The
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bhutan
Bolivia
Bonaire, Sint Eustatius and Saba
Bosnia and Herzegovina
Botswana
Bouvet Island
Brazil
British Indian Ocean Territory
British Virgin Islands
Brunei
Bulgaria
Burkina Faso
Burundi
Cambodia
Cameroon
Canada
Cape Verde
Cayman Islands
Central African Republic
Chad
Chile
China
Christmas Island
Cocos (Keeling) Islands
Colombia
Comoros
Congo, Democratic Republic of the
Congo, Republic of the
Cook Islands
Costa Rica
Cote d'Ivoire
Croatia
Curaçao
Cyprus
Czech Republic
Denmark
Djibouti
Dominica
Dominican Republic
East Timor
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Ethiopia
Falkland Islands (Islas Malvinas)
Faroe Islands
Fiji
Finland
France
French Guiana
French Polynesia
French Southern and Antarctic Lands
Gabon
Gambia, The
Georgia
Germany
Ghana
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Guatemala
Guernsey
Guinea
Guinea-Bissau
Guyana
Haiti
Heard Island and McDonald Islands
Holy See (Vatican City)
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Iraq
Ireland
Isle of Man
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kazakhstan
Kenya
Kiribati
Korea, South
Kosovo
Kuwait
Kyrgyzstan
Laos
Latvia
Lebanon
Lesotho
Liberia
Libyan Arab
Liechtenstein
Lithuania
Luxembourg
Macau
Madagascar
Malawi
Malaysia
Maldives
Mali
Malta
Marshall Islands
Martinique
Mauritania
Mauritius
Mayotte
Mexico
Micronesia, Federated States of
Moldova, Republic of
Monaco
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Myanmar
Namibia
Nauru
Nepal
Netherlands
Netherlands Antilles
New Caledonia
New Zealand
Nicaragua
Niger
Nigeria
Niue
Norfolk Island
Northern Mariana Islands
Norway
Oman
Pakistan
Palau
Palestinian territories
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Pitcairn Islands
Poland
Portugal
Puerto Rico
Qatar
Reunion
Romania
Russia
Rwanda
Saint Barthélemy
Saint Helena
Saint Kitts and Nevis
Saint Lucia
Saint Martin
Saint Pierre and Miquelon
Saint Vincent and the Grenadines
Samoa
San Marino
Sao Tome and Principe
Saudi Arabia
Senegal
Serbia
Seychelles
Sierra Leone
Singapore
Sint Maarten
Slovakia
Slovenia
Solomon Islands
Somalia
South Africa
South Georgia and the Islands
South Sudan
Spain
Sri Lanka
Suriname
Svalbard
Swaziland
Sweden
Switzerland
Taiwan
Tajikistan
Tanzania, United Republic of
Thailand
The Former Yugoslav Republic of Macedonia
Togo
Tokelau
Tonga
Trinidad and Tobago
Tunisia
Turkey
Turkmenistan
Turks and Caicos Islands
Tuvalu
Uganda
United Arab Emirates
United Kingdom
United States
United States Minor Outlying Islands
Uruguay
Uzbekistan
Vanuatu
Venezuela
Vietnam
Virgin Islands (US)
Wallis and Futuna
Western Sahara
Yemen
Zambia
Zimbabwe

Country, town, city or postcode

--Web 3--