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Social Media Agent

Company: HGS
Location: Peoria
Posted on: November 10, 2018

Job Description:

Job DescriptionTHE POSITIONYour mission to be the brand advocate throughout multiple social media platforms. You will work closely with the HGS social media customer care leadership to address customer inquiries, concerns, suggestions, appreciation, or requests across multiple social media platforms. You will be responsible for these messages in as near real time as possible.**We're also looking for fluent Spanish speakers to join our team!THE KEY RESPONSIBILITIES

  • Responsible for customer support and answering questions via multiple social media platforms on behalf of the brand while utilizing HGS social media management tools.
  • Listening, monitoring, responding to and engaging with customers within an established timeframe set by the client.
  • Become an advocate for the company across multiple social media platforms, engage social media conversations and answer questions where appropriate.
  • Identifying trends happening on multiple social media platforms as well as communicating potential PR crises, threats or opportunities and notifying HGS leadership immediately.
  • Addressing escalated inquiries and creating cases for the customer resolutions team while communicating with HGS leadership regarding customer identified issues.
  • Identify how customers compare client to competition on social media.
  • Responsible for data quality, reporting, calibrations, and general social media customer care
  • Responsible for handling escalated communications from other agents in multiple locations that are of a sensitive nature and/or dealing with high level of influence customers
  • Will act as a liaison to address urgent corporate engagement needs.
  • Assist HGS Leadership with any special projects as required.THE KEY REQUIREMENTS
    • High School Diploma or a GED
    • 2 – 3 years of customer service and/or customer relations experience required.
    • Ability to multi-task in a fast paced environment with solid time management skills and the ability to self-manage and prioritize workflow.
    • Minimum typing speed of 35 wpm.
    • Excellent written communication skills
    • Ability to continually increase efficiency while maintaining strong quality standards.
    • Strong knowledge of various social media platforms.
    • Ability to comprehend social speak and text jargon.
    • Strong knowledge of computer applications including Microsoft Office, Google Chrome, and Internet Explorer.
    • Identify potential negative or crisis situation and escalate as appropriate while applying conflict resolution principles to mitigate issues.
    • Availability to work up to midnight and/or weekends in the event of a PR crisis situation. CONNECTFacebook: @HGSUSAInstagram: @lifeathgsTwitter: @lifeathgsLinkedIn: HGS Hinduja Global Solutions HGS is an Equal Opportunity Employer M/F/Disabled/VeteranHGS is a drug-free work environmentCompany DescriptionA global leader in business process management (BPM) and optimising the customer experience life-cycle, HGS combines technology-powered services in Automation, Analytics and Digital with domain expertise focusing on Back-Office Processing, Contact Centres and HRO solutions to deliver transformative impact to our clients. HGS takes a globally local approach, with over 44,300 employees across 70 delivery centres in seven countries making a difference to more than 600 of the world’s top brands across nine key verticals. The origanisation is a part of Hinduja Group, the multi-billion-dollar conglomerate.At HGS, we are always looking for dynamic thinkers and achievers—people who can crack innovative ideas to transform lives and add value to what we do.Life at HGS is a fine blend of innovation and dynamism, teamwork and work-life balance, and equal opportunities and social responsibility. You can be assured that you will be working in a genuinely encouraging and supportive environment.

      Keywords: HGS, Peoria , Social Media Agent, Sales , Peoria, Illinois

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