SME-AV Social Media Monitoring

Job Summary

Serve as a subject matter expert in social media monitoring for customer service analyzing conversations across key platforms to protect and enhance brand reputation. Use hybrid work flexibility to respond during day shifts resolve customer concerns efficiently and deliver insights that improve service experience and long term customer trust with measurable business impact.

Responsibilities

• Monitor social media platforms throughout the day shift to identify customer service inquiries complaints and emerging issues in a timely and organized manner.
• Respond to customer posts and messages with empathetic service focused communication that aligns with company guidelines and promotes rapid issue resolution.
• Coordinate with internal customer service and operations teams to route complex cases and ensure that social media requests are resolved within agreed service levels.
• Analyze conversation patterns and sentiment from social channels to generate actionable insights that improve service processes and customer satisfaction.
• Document each customer interaction accurately in the designated systems so that follow up teams have complete context and history.
• Collaborate with marketing and communication teams to maintain consistent brand voice across channels while still tailoring responses to individual customer needs.
• Create concise daily and weekly reports that highlight volume trends recurring service issues and potential service assurance risks for stakeholder review.
• Apply knowledge of service assurance principles to recognize critical incidents that may affect a wider customer base and escalate them promptly.
• Review and refine social media monitoring keywords rules and workflows to continuously improve detection accuracy and response efficiency.
• Train and guide peer team members on best practices in social media customer care and use of monitoring tools to enhance overall team performance.
• Support continuous improvement initiatives by recommending process changes based on data driven observations from social media interactions.
• Ensure compliance with data privacy and regulatory requirements when handling customer information obtained from social platforms.
• Use hybrid work flexibility responsibly to stay connected with team members through virtual collaboration tools and maintain consistent service standards.
  
  

• Possess four to eight years of hands on experience in customer service with proven exposure to digital or social media based customer interactions.
• Demonstrate strong understanding of customer service metrics such as response time resolution rate and customer satisfaction and apply them to social media contexts.
• Exhibit familiarity with social media monitoring or engagement tools and show ability to quickly learn new enterprise platforms used by the company.
• Show advantage if experienced in service assurance or telecom media technology domains by applying that knowledge to identify service impacting incidents.
• Communicate clearly in written and spoken form with excellent grammar and tone control tailored for public social media environments.
• Display strong analytical skills with the ability to recognize patterns identify root causes and propose targeted solutions based on social media data.
• Manage time effectively within a day shift schedule while handling multiple conversations at once without compromising quality or accuracy.