Who Are Socialbear?
We are a passionate team with a simple aim - to help our clients grow and have fun while doing so! We are 10 years old, and classed as a ‘fast-growth’ company in the UK & US - working with an enviable client list.
Socialbear is a 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. We power customer service for industry leading brands, charities and government departments. Our goal is to continue transforming traditional contact centres, into cloud based community led initiatives. We firmly believe that Social Media, Live Chat and Email are the primary way customers engage with businesses online, the driving force that powers Socialbear.
What Is The Role?
In this role you will be handling Email support for a UK leading retail brand.
This role is entirely remote on an initial freelance contractual basis, with scope to continue working full time, following continued strong growth of the company.
You will need access to a computer or laptop, compatible with the software we use, and a stable internet connection. Full training, support and software will be provided to successful candidates.
Hours of work:
21-35 hours per week remote-work from Monday to Sunday. You must be able to work at least 2-3 shifts per week, with 1 weekend day as a minimum. (This is a seasonal role from Nov- Jan with potential to extend based on performance)
To be successful in this role, you will need to have demonstrated strong writing, organisation and communication skills. Previous experience delivering online customer support, using CRM systems such as Zendesk, Freshdesk, Gorgias or Salesforce is advantageous.
Key Skills - Customer Service Agent
- Understanding of digital customer management tools and how to undertake online customer service
- Previous experience delivering customer support
- Excellent written and verbal communication skills
- Superb time management
- Copywriting and proofreading
- High accuracy and attention to detail
- Responding to customers in a timely manner
- Use of Slack, Google Suite, Microsoft Teams and collaboration tools
- Passion for delivering excellent customer service
- Interest in moving into a Team Leader or Account Manager role in the future
Roles & Responsibilities
- Managing, briefing and coordinating customer service responses generated from our client accounts on a daily basis.
- Reporting into Account Manager.
- Effectively responding to all Customer Support tickets.
- Pro-actively escalating and spotting potential PR threats, and following support 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
- Great working environment - regular digital socials and outgoing team
Job Types: Full-time, Part-time
Pay: £11.44 per hour
Expected hours: 21 – 35 per week
Benefits:
Schedule:
- 8 hour shift
- Day shift
- Weekend availability
Experience:
- online customer service (email/live chat): 2 years (required)
Work Location: Remote
Expected start date: 20/11/2024
