Social Media Customer Service Representative

WHO WE ARE

Nogin is a technology company that specializes in one-stop, end-to-end customized eCommerce solutions in the retail space. Our variety of services includes site development, creative services, online marketing, customer service, and fulfillment, among others, that ensure our clients' online success.

THE ROLE

The Social Media Customer Service Representative will be responsible for managing all customer service-related direct messages (DMs), comments, and inquiries across multiple social media platforms for various brands. The ideal candidate will have exceptional communication skills, a passion for customer service, and the ability to multitask and prioritize effectively.

WHAT YOU’LL DO

• Customer Engagement: Respond promptly to customer inquiries, comments, and messages across social media platforms such as Instagram, Facebook, and TikTok
• Issue Resolution: Address customer concerns, complaints, and feedback in a timely and professional manner, providing appropriate solutions or escalating issues as needed.
• Product Knowledge: Develop a deep understanding of each brand's products, services, policies, and procedures to assist customers and provide accurate information effectively.
• Brand Representation: Represent each brand professionally and positively in all customer interactions, maintaining brand voice and values.
• Problem-solving: Use critical thinking and problem-solving skills to resolve customer issues and ensure customer satisfaction.
• Escalation Handling: Identify and escalate complex or sensitive customer issues to the appropriate internal teams or supervisors for further assistance or resolution.
• Feedback Collection: Gather customer feedback, suggestions, and insights from social media interactions to inform product improvements, marketing strategies, and customer service enhancements.
• Social Listening: Monitor social media channels for customer feedback, trends, and mentions related to the brands, proactively addressing potential issues and opportunities.
• Data Management: Maintain accurate records of customer interactions, inquiries, and resolutions in the customer service database or CRM system.
• Performance Reporting: Track and report key performance metrics related to social media customer service, such as response time, resolution rate, and customer satisfaction scores.

WHO ARE YOU?

• Ability to remain calm, patient, and empathetic when interacting with customers, even in challenging situations.
• Strong problem-solving skills and the ability to think quickly on your feet.
• Familiarity with social media platforms and their features, including DMs, comments, and mentions.
• Previous experience using social media management tools like Hootsuite.
• Detail-oriented with strong organizational and multitasking abilities.
• Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
• Proficiency in using customer service tools and software, such as social media management platforms and CRM systems like Freshdesk, Freshchat, five-9
• Familiarity with e-commerce platforms like Shopify. 
• Blackout period between mid-November through early January.

WHAT YOU NEED TO SUCCEED

• Previous experience in customer service in a social media or digital environment.
• Excellent written and verbal communication skills, with a strong command of grammar, spelling, and punctuation.

WHAT WE OFFER

• Health/Benefits: Full suite of benefits including Medical, Dental, Visual, Life, Paid Vacation, and 401(k). 
• Training: Excellent opportunities for ongoing education on the latest tools, best practices, and technologies.
• Work/Life Balance: We promote a healthy work/life balance and have created a flexible work environment to accommodate people’s needs.

Nogin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

*While we encourage you to explore the job opportunities at Nogin, we also urge you to be cautious and wary of recruitment scams.