Social Media Analyst - Customer Relations

- Your focus will be to handle all customer inquiries raised on social media platforms such as Facebook, Twitter, Instagram, and YouTube. Your responsibilities will include but are not limited to:

- Building strong relationships with customers and ensuring the highest quality of service; understanding customer's needs at various stages of the customer journey through an MPOWER loan and supporting re-engagement initiatives even after the loan is closed

- Proactively identifying the right opportunities for the customer and guiding them through the appropriate products and services - taking into account their long term aspirations and goals

- Resolving inquiries completely and fully by connecting with the customers through their preferred channel (call, email, social platform) to provide the best possible resolution

- Generating good customer reviews by managing MPOWER's online reputation

- Creating and maintaining daily, weekly and monthly social media reports

THE QUALIFICATIONS :

- Bachelor's degree in a related field, or higher

- 3+ years of experience in handling social media escalations in a high-touch, fast-paced environment

- Prior experience within financial services and/or higher education, preferred

- Passion for customer service and relationship management with an innate sense of service and empathy for others

- Outstanding written and verbal communication skills in English and comfortable interacting with customers via multiple communication channels

- Experience with Online Reputation Management, strongly preferred

- Experience with CRM tools such as Zendesk, Salesforce, strongly preferred

- Proficiency with social media management tools such as Hootsuite, Sprinklr, preferred

- Experience in using a social media analytics tool such as Klout, PeerIndex, would be a plus.