Work history
Social Media Team Senior
• 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.
Social Media Expert
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• 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.
Skills
- Writing
- Wordpress
- Office
- Powerpoint
- Word
- Social Media
- Blogger
- Published Writer
- Oracle
- Salesforce CRM
- Social Media Content Management
- Article Creation