Social Support Analyst

TCL is looking for a passionate and energetic Social Media Support Analyst who is dedicated to enhancing the end-user experience and thrives on addressing customer challenges through social media. The ideal candidate will possess strong attention to detail, as well as excellent verbal and nonverbal communication skills. This role involves tracking and analyzing data for insights, collaborating with cross-functional teams, and working to elevate the overall perception of our brand.

This role is integral to fostering a positive brand image and enhancing customer satisfaction through effective communication and problem-solving strategies

Responsibilities

• Monitor and respond to customer posts regarding TCL TVs across various retailer and consumer review platforms.
• Address inquiries from consumers on retailer sites and TCL.com related to product details, availability, and the application of products, services, and programs.
• Serve as the public voice of Customer Advocacy, ensuring responses align with the company's tone and culture.
• Deliver exceptional service by addressing product and service inquiries promptly.
• Conduct thorough research on customer issues, complaints, and comments, providing timely and comprehensive resolutions.
• Utilize available tools and resources to create a positive customer experience through social media interactions.
• Ensure customer satisfaction by managing complaints through various communication channels, including phone support.
• Accurately document customer interactions in our CRM system and, when necessary, process and submit service requests.
• Generate reports on trending products and customer feedback.

Qualifications

• Minimum of 2 years of customer service experience, preferably in a social media context.
• Strong initiative with a proven ability to follow through on customer issues.
• Exceptional written and verbal communication skills.
• A customer-first mindset that prioritizes the needs of consumers.
• Familiarity with online retail platforms such as Amazon.com and BestBuy.com.
• Working knowledge of various social media sites and platforms, including Twitter, Instagram, YouTube, Pinterest, Facebook, and Snapchat.
• Ability to thrive in a fast-paced environment while managing multiple tasks and adapting to changing priorities.
• Availability to work occasional weekends and holidays as needed.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) with a willingness to learn new software.