Social Media and Customer Support Specialist

As a Customer Support Specialist at Feynlab, you will play a crucial role in ensuring our customers receive top-notch service and support. You will be responsible for addressing inquiries, resolving issues, providing information about our ceramic coating products, and ensuring customer satisfaction. The ideal candidate is passionate about delivering excellent customer service, possesses strong communication skills, and has a deep understanding of both our products and social media platforms.

Additionally, you will manage and engage with our social media audience. While content creation is not part of the responsibilities, you will be expected to actively like and comment on posts that Feynlab is tagged in, answer incoming direct messages promptly, and escalate any issues to your manager as needed.

In this role, you will embody our commitment to customer service excellence, demonstrating professionalism, a positive attitude, and a problem-solving mindset in every interaction.

Responsibilities

·       Respond to customer inquiries via phone, email, live chat, and social media platforms in a timely and professional manner.

·       Use Agorapulse and Meta Business Suite to manage and monitor social engagement.

·       Assist customers with product selection, technical questions, and order-related issues.

·       Resolve customer complaints and concerns effectively and escalate when necessary.

·       Maintain accurate records of customer interactions and transactions in our CRM system.

·       Collaborate with team members to provide comprehensive support to customers.

·       Stay up-to-date on product knowledge and industry trends.

Qualifications

·       Professional communication skills, conducive to a business environment.

·       Experience with Agorapulse and Meta Business Suite.

·       Understanding of social media platforms.

·       Experience with Salesforce or other relevant CRM software platforms.

·       Basic mathematics skills acquired by a high school education or equivalent.

·       Intermediate skills in data analysis.

·       Advanced skills in a Microsoft Windows environment (Outlook, Word, PowerPoint, Excel).

·       Continuous improvement mindset.

·       Problem-solving skills.