Social Media Customer Engagement Specialist

hace 3 semanas


Ciudad de México, Ciudad de México Ikea A tiempo completo

Job Overview

As a Social Media Customer Engagement Specialist, my primary responsibility is to ensure the satisfaction of all customers who reach out to us through various social media platforms. I understand the importance of being the voice of the brand and strive to think and act from the customer's perspective. My role involves identifying customer needs and providing straightforward, effective solutions to their inquiries, ultimately fostering brand loyalty.

I stay attuned to our customers' requirements and leverage my knowledge of the IKEA product range, the services we provide, and our operational processes. I take initiative in collecting specific information from customers that can help our contact center or stores enhance the overall shopping experience, and I relay this feedback to my manager.

Required Knowledge

JOB-SPECIFIC EXPERTISE

Strong understanding of how to assist IKEA customers throughout their purchasing journey, recognizing the Customer Contact Centre as the primary support channel. Familiarity with the streamlined buying process. Knowledge of relevant processes, tools, and methodologies pertinent to the role. Awareness of the influence of social media and customer interaction through these channels. Comprehensive understanding of social media's impact, the organization's tone and values, and the ability to convey these effectively in social media interactions, demonstrating common sense and proactivity.

PERSONAL DRIVE

The values of IKEA resonate with my own and inspire me. I am enthusiastic about fostering business growth and developing people by utilizing our team's skills effectively. I am motivated to surpass my objectives. I thrive in a dynamic and forward-thinking environment. I possess a strong desire to learn and enhance my skills for the benefit of IKEA and my personal growth.

SKILLS AND ABILITIES

Capability to execute tasks with flexibility, efficiency, speed, and simplicity. Proficient and comfortable in using computer systems. Excellent at managing customer complaints and crises. Strong communication and coordination abilities. Demonstrates initiative and a willingness to take responsibility. Knowledgeable, personable, proactive, and possesses exceptional listening skills.

ESSENTIAL QUALIFICATIONS

Experience in a fast-paced work environment. Exhibits a courteous, professional, and friendly demeanor in both telephone and social media interactions. Assertive and capable of remaining calm, demonstrating common sense and composure when dealing with customers in stressful situations. Self-sufficient and motivated, with a proven ability to work collaboratively as part of a team as well as independently. Ability to communicate confidently and clearly in both spoken and written formats, in English and local languages. Experienced in problem-solving and conflict resolution. Competent in taking accurate notes and documenting customer interactions. Exceptional attention to detail and follow-up. Willingness to learn and pursue self-development.

Preferred Qualifications

Previous experience in a service-oriented environment, ideally within a support or contact center. Ability to create mutually beneficial outcomes in conflict situations. Understanding of the key principles of the shopping experience and customer expectations. Interest in home furnishings. Skilled at quickly establishing rapport with customers.

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