Social Media Agent

hace 2 días

Ciudad de México, Ciudad de México Hays A tiempo completo

Modalidad Híbrida: en Polanco CDMX

The
Social media agent
provides frontline support for consumer inquiries across voice, digital, and social channels. The role ensures timely, accurate, and consistent service, addressing consumer questions, concerns, and complaints while maintaining brand standards and operational efficiency.

Reporting to the
Manager, Consumer Engagement Centre
, the Consumer Support Representative executes daily operational priorities, resolves routine and moderately complex inquiries, and supports team objectives to deliver a high-quality consumer experience.

The role contributes to a collaborative, consumer-focused environment, ensuring all interactions are handled professionally and efficiently while supporting continuous improvement initiatives and knowledge sharing.

  • Handle consumer inquiries accurately and efficiently across multiple channels (phone, chat, email, social).
  • Document all interactions, complaints, and actions taken, maintaining up-to-date records.
  • Follow standard operating procedures, escalation frameworks, and workflow guidelines.
  • Meet individual productivity and service level expectations consistently.
  • Deliver empathetic, accurate, and brand-aligned service in every interaction.
  • Identify common issues and escalate appropriately to Senior Representatives or Managers.
  • Contribute to the quality and accuracy of responses, ensuring customer satisfaction.
  • Support routine resolution of complaints and inquiries to enhance loyalty and trust.

-
REQUERIMIENTOS
: experiencia de atención a cliente a través de varios medios sociales e inglés avanzado

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