Social Media Concierge

Summary

The CRC Social Media Concierge will be a knowledgeable about the Jaguar and Land Rover brands to achieve a right first-time response with the highest level of customer service specifically through our social channels. The Social Media Concierge will respond to customers’ enquiries and concerns on Jaguar and Land Rover’s exciting vehicle line up and products.

A key part of the role is supporting our Global Customer Service Quality (CSQ) colleagues, Engineering and Manufacturing teams to use social data and insight in a meaningful way. The Social Media Concierge will do this by accurately categorising and tagging customer posts to ensure the key information is fed back into the business.

Working closely with a marketing team member/s the Social Media Concierge will ensure that every appropriate customer engagement opportunity on the defined social channels is responded to in line with key SLAs. The incumbent will support positive brand reputation with effective engagement on social media.

Responsibilities

• Effective social listening using the JLR global social listening tool
• Monitor and respond to all specified direct message activity on Facebook, Twitter, hashtag conversations relevant to our brand, Instagram, direct messages, comments and other tags
• Identification of individual customer questions or concerns
• Manage customer questions, concerns and issues via defined social channels applying full channel engagement strategy
• Support positive brand reputation by maximising engagement opportunities
• Employ appropriate tonality when engaging with customers
• Work to agreed SLAs
• Accurately tag all identified posts to support CSQ process
• Provide further insight / reporting to CSQ as required
• Apply appropriate response or escalation based on the comment, message, or post on the client’s social media accounts
• Work with marketing community managers to understand plans for peak volume
• Effectively resolve customer issues by working with cross-functional teams within CRC process
• Ensure all contacts are captured in the CRM system
• Act as a role model for Jaguar Land Rover values, Customer First Principles, and behaviours
• Achieve positive results that generate high Customer Satisfaction
• Mitigate the impact of any quality concerns for individual customers
• Work with wider CRC team, Global Customer Service and Global Marketing Comms to ensure an aligned approach
• Track and monitor engagement opportunities against capacity

Education

• High School Diploma or equivalent

Experience

• 3-5 years of social community management, social customer service, customer experience (preferably in call centres or customer service functions), or a combination, thereof

Skills

• Strong written and verbal communication skills
• Detailed listening skills
• Strong customer service, interpersonal and relationship building skills
• Ability to collaborate with cross-functional teams, i.e. technical, field team, retailers, engineering, CRC, etc.
• Excellent time management skills
• Ability to work calmly and effectively under pressure
• Utilization of social media monitoring with social listening tools (e.g. Sprinklr)
• Ability to work with CRM solutions
• Knowledgeable with MS Office and Email along with the ability to work on multiple computer screens
• Knowledgeable expert in the Jaguar and Land Rover brands and products

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.