What we are looking for:
Are you ready to take your expertise to the next level? At eFlexervices, we're not just hiring for a CSR - (Social Media Experience) – we're empowering your talent to deliver quality and performance. Join us in shaping the success and making an impact that truly matters.
As a CSR - (Social Media Experience), you will play a crucial role in ensuring the satisfaction and success of our clients. You will be the first line of assistance for our customers, addressing their inquiries, resolving issues, and providing exceptional support for all their SEO-related needs. This position requires a combination of technical acumen, strong communication skills, and a commitment to delivering top-notch customer service.
What you’ll be doing:
- Respond promptly to support tickets and customer inquiries through designated service platforms.
- Diagnose, troubleshoot, and resolve customer issues related to products or services in a timely and effective manner.
- Collaborate with internal teams to escalate and resolve complex technical problems, ensuring customer satisfaction and resolution efficiency.
- Maintain adherence to client policies, quality standards, and service-level agreements (SLAs).
- Ensure timely communication and coordination with Customer Success Managers (CSMs) through dedicated channels.
- Assist in the creation, review, and management of social media content across various platforms to maintain consistent branding and engagement.
- Submit and manage support form tickets for Google Business Profile updates or concerns.
- Perform basic HTML and CSS coding for website updates, edits, and layout improvements.
- Ensure that all web modifications align with design standards and usability principles.
- Create and edit visual materials for marketing and branding purposes, including business cards, video content, Google Ads, logos, and other digital assets.
- Collaborate with the marketing team to ensure all designs meet brand guidelines and project objectives.
Qualifications and Requirements:
- At least 2 years of experience as a customer sales representative or technical support representative in the BPO industry
- Experience or knowledge of SEO
- Experience with social media management
- Experience with Front and Dialpad or similar tools is highly preferred
- Excellent ability to communicate, extremely detail-oriented
- Good oral and written communication is vital - the individual must be able to speak clearly and persuasively in positive or negative situations
- Ability to convey technical information to non-technical users.
- Willingness to step up to greater responsibility, strong desire to contribute to overall goals
- Proven track record of delivering exceptional customer service.
- Ability to empathize with customers and understand their needs.
- Strong technical aptitude and the ability to learn and understand complex products.
- Ability to troubleshoot and resolve issues efficiently - utilizing resources, template responses, and knowing when to escalate an issue.
- Ability to collaborate effectively with cross-functional teams.
- Willingness to share knowledge and contribute to a positive team culture.
Nice to have:
Experience using project management tools such as Monday.com
Experience using dialers such as Intercom and Dialpad
Experience using ticketing tools such as Front
Ability to answer customer questions via chat or email in a friendly manner.
