We are a passionate team with a simple aim to help our clients grow and have fun while doing so! We are 13 years old, and classed as a ‘fast-growth’ company in the UK - working with an enviable client list.
Socialbear is the global leader in Customer Service and Community Management, powering support for some of the world’s biggest brands. Human customer support built for the 21st century, available 24 hours, 365 days a year. Our full stack service includes: agents, management, security, training, analytics and data. We power customer service for industry leading brands, charities and governments. Our goal is to continue transforming traditional contact centres, into cloud-based, community-led initiatives.
This role is on an initial freelance contractual basis, with scope to continue working full time, following continued strong growth of the company.
Hours of work:
16-35 hours per week remote-work from Monday to Sunday 7 am - 10 pm.
To be successful in this role, you will need to have demonstrated strong writing, organisation and communication skills. Previous experience within customer service or communicating with brands online using a Social Media Management tool would be a great asset.
Key Skills - Customer Service Agent / Community Manager
- Understanding of Social Media Management tools and how to undertake online customer service
- Customer support
- Excellent written and verbal communication skills
- Superb time management
- Copywriting and proofreading
- Knowledge of Community Management for high profile clients (training provided)
- Respond to customers in a timely manner
- Use of Slack, Google Suite, Microsoft Teams and collaboration tools
- Passion for delivering excellent customer service
- Experience in Social Media Management Tools - Agorapulse, Sprout Social, Sprinklr or similar
Roles & Responsibilities
- Managing, briefing and coordinating customer service responses generated from our client accounts on a daily basis.
- Reporting into Account Manager.
- Manage the day-to-day Community Management or Customer Support
- Effectively responding to all Community Management responses.
- Time tracking and reporting on client social media account usage.
- Pro-actively escalating and spotting potential PR threats, and following moderation briefs.
- Initiating and sustaining relationships with clients and prospects, as assigned to you by your Account Manager.
What's on offer
- Monthly invoice paid within 24 hours
- Standard hourly rate: from £12.71
- Great working environment - regular digital socials and outgoing team
Job Types: Full-time, Part-time, Freelance
Job Types: Part-time, Full-time
Experience:
- Online Customer Service: 1 year (Preferred)
- Freshdesk, Zendesk or Sprinklr: 1 year (Preferred)
Work Location: Remote
