Customer Happiness Associate | Marketing Channels

Job Description:
Respond to customer support inquiries and monitor incoming tickets in all of marketing’s controlled online channels: Social media - Facebook, Twitter, Instagram Customer support email App store accounts Screening of incident reports from user surveys and creation of tickets to have these investigated immediately by concerned departments Identify common customer challenges and proactively raise these to team members who can help drive solutions for these problems Create a system or report to gather feedback and feature requests, and communicate these accurately to the internal teams in a timely manner Let our customer feel heard and happier after interacting with us regarding their concerns Manage customer concerns in a way that effectively demonstrates both proper verbal branding standards and strict compliance to customer support SLAs Do user call-outs for important feedback surveys Minimum Qualifications:
Fluent in english and has very good communication skills; can explain important details in a concise and clear manner via verbal and in writing Enjoys speaking to people and can deal with different and difficult personalities Doesn’t easily crack under pressure, and can quickly handle or attend to immediate user concerns during operating hours Has prior work experience in operations, marketing, or roles that required frequent coordination with internal/external clients Has experience in drafting reports and organising raw data (all incoming messages) Doesn’t easily crack under pressure, and can quickly handle or attend to immediate user concerns during operating hours. Must be willing to work longer hours or during weekends or holidays only when needed