Social Media Webcare Agent (Czech speakers)

As Social Media Webcare Agent within local consumer contact centre (call centre) you are responsible for the monitoring and active participation on local social media communication channels by solving customer issues and complaints, by logging, answering and following up on customer questions, fixing facts and acting on sales leads. Secondly you are responsible for spotting, addressing, chasing product or service issues to ensure a fast product quality feedback for quick or future product or service improvements.

Responsibility:
- Spotting/identifying for Client relevant Social Media posts (comments, reviews, and
complaints) through frequent monitoring and by the use of monitoring tools. Proactively
finding or reactively receiving comments spotted by others
- Assess: To identify the type of comments (e.g. Questions, Complaint, Crisis,
False Fact, etc.), and to review the influence of comments based on the type of
comment and the influence of the commenter
- Consult: Forward the identified comments to the Escalation Support if needed based on
potential threat or nature of the comment
- Respond: Respond to the comment to communicate with the consumer about the issue,
based on guidelines and policies
- Follow-up: Ensuring follow-up by others if needed for further solutions and making sure
an answer can be provided. This also includes the driving and coordination of the Fast
product Quality feedback process with backliners and quality teams
- Close: Closing the issue to assure proper resolution is provided to consumer
- Monitor: Monitor effect and follow-up on the social media issue, if more action is
required
- Tracking and logging interactions and escalations
- Reporting trends & issues on Client products and services as highlights and lowlights
- Liaison with consumers, call centre team lead, agents, Client Units representatives
- CMST, Global consumer care web team, members of the Social Media Taskforce