Hybrid Social Media Specialist

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000 people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:
The Social Media Care Specialist is responsible for engaging with our customers in the social media space, including forums, social networks and other social channels, as applicable. Primary responsibilities are: working with the listening specialists to identify conversations to participate; participate and mediate real-time conversations with customers about brands, products, dealers and content; answer customer comments; become a trusted friend online; partner with multiple departments, vendors which generate content on a daily basis on behalf of our client -- including but not limited to agencies, PR, Legal, Events, Quality, Warranty, and Technical Service Operations. Offer proactive assistance to customer's online requesting assistance with finding information on the owner sites, vehicle or dealer locations, and product concerns/inquiries. Effectively document customer interactions.

Overall Responsibilities:

• Uses creative judgement skills while handling information and maintaining professionalism.
• Constructs skilled written communication understanding written tone and maintaining emotional control.
• Develops creative and unique solutions for each customer they interact with.
• Accurately uses internal tools to guide tailored responses.
• Responds to individual messages on social media as well as sorting and tracking the messages for data.
• Works independently when needed, but thrives in a team-oriented environment.
• Adapts quickly and identifies trends to share with the appropriate escalation group.
• Shares and receives feedback on a regular basis.
• A team player lifting up those around to ensure a strong team with great verbal communication.
• Act as compassionate expert that is passionate about helping customers

Job Requirements:

• HS Graduate required; Advance education, 4-year degree preferred.
• Excels at research
• Demonstrates excellent writing skills
• Ability to handle challenges with a smile
• Loves to help people; strong interpersonal skills, demonstrates empathy and commitment
• Ability to manage expectations
• Demonstrates creativity and problem-solving skills
• Outstanding organizational skills\
• Ability to multitask while meeting deadlines
• Ability to communicate results
• Discern to identify threats and opportunities in user generated content
• Strong reading comprehension
• Creative problem solver
• Demonstrated experience in social media, understanding of other digital platforms a plus

Majorel is an Affirmative Action/Equal Opportunity Employer (m/f/d/v) and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination. Additionally, we respect the sincerely held religious beliefs and practices of all employees and will endeavor to make a reasonable accommodation if those sincerely held religious beliefs or practices conflict with an employee’s job unless the accommodation would impose an undue hardship on the operation of our business. Any employee who would like to request an accommodation should contact the Human Resources Department.