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• Send case reports and rotas • Escalate Twitter and Facebook queries to agents, whilst adhering to the SLA. • Dealing with sensitive topics and issues that may arise in a high volume. These issues may be in relevance to Zara as a brand, or customer experiences in-store or online. • Provide agents with resolutions for cases/queries that they cannot handle. • Train new Social Media agents up to the Zara standard; this includes SalesForce and an internal CRM programme. • Hold weekly meetings with the team, and individuals in regards to updates/feedback and concerns that anyone may have. • Individual meetings are held in regards to progression, where targets and objectives are set.
• Dealing with customer queries via Twitter and Facebook. • Case management and escalation through the use of Sales Force, Oracle and other internal CRM/CSM programmes. • Liaising with Head Office, Product departments such as Menswear, Ladieswear etc. • Providing on-the-spot solutions for customers in the form of product enquiries, general info etc.