Overview
We’re an exciting, fast-growing start-up looking for a dynamic Customer Support and Social Media Specialist to join our in-house team. You’ll be the friendly face of our brand, handling live chat and email support queries with enthusiasm and professionalism while occasionally diving into social media management to amplify our online presence (and our clients). Working closely with our talented designers, you’ll ensure our customers receive top-notch service and our brand voice shines through in every interaction. If you’re passionate about helping people, thrive in a fast-paced environment, and have a knack for social media, we want you on our team!
Duties
- Respond promptly and professionally to customer inquiries via live chat and email, delivering exceptional support.
- Provide accurate information about our products/services, troubleshoot issues, and assist with order processing or returns.
- Maintain detailed and accurate customer records through data entry in our CRM system.
- Identify opportunities to recommend additional products or services based on customer needs.
- Monitor and respond to comments, messages, and mentions on our social media platforms, maintaining a consistent and engaging brand voice.
- Collaborate with our design team to create visually appealing social media content, including posts, stories, and campaigns.
- Analyse customer feedback from support interactions and social media to identify trends and suggest improvements to enhance satisfaction.
- Stay up-to-date on company products, policies, and promotions to provide informed support and content.
- Assist with scheduling and posting social media content as needed, ensuring alignment with our marketing goals.
- Work with team members to resolve complex customer issues and ensure a seamless experience across all touchpoints.
Requirements
- Experience in customer service (via live chat, email, or similar) is preferred but not required; a positive attitude and willingness to learn are key.
- Familiarity with social media platforms (e.g., Instagram, Twitter/X, LinkedIn) and basic content creation or scheduling tools (e.g., Canva, Hootsuite) is a plus.
- Excellent written and verbal communication skills in English; additional languages are a bonus.
- Strong problem-solving skills with the ability to think on your feet and provide creative solutions.
- Comfortable working with data entry and CRM systems, with a keen eye for detail.
- Ability to multitask and stay organized in a fast-paced, dynamic start-up environment.
- A collaborative spirit, eager to work alongside designers and other team members to bring our brand to life.
- Passion for delivering outstanding customer experiences and building a positive online community.
If you’re excited to make a difference in a vibrant start-up, love connecting with people, and have a flair for social media, we’d love to hear from you! Apply today and join our mission to create exceptional customer experiences.
Job Type: Part-time
Benefits:
- Company pension
- On-site parking
- Sick pay
Application question(s):
- This role is based in the Colchester office. Please confirm that you're happy to commute?
Work Location: In person