Title: Digital and Social Media Customer Experience Consultant
Location: San Jose, CA
Contract: 6+ months(renewed quarterly)
Job Description
Responsible for the strategic plan development and tactical execution of the customer listening center, managing social media customer listening, analysis and crisis management to resolve customer issues and generate strategic value from listening insights.
Roles & Responsibilities
1. Responsible for the strategic planning and implementation of capturing the voice of the customer and developing actionable plans for resolving issue or improving customer experience.
2. Lead the design and implementation of a process for categorizing, routing and resolving customer issues and feedback.
3. Responsible for the overall execution and success of customer listening and feedback.
4. Develops and maintains strong relationships with listening liaison network, a network of subject matter experts across the company dedicated to improving the customer experience.
5. Responsible for frequent and consistent communication with the digital and social media team, sharing metrics and insights monthly.
6. Acts as a primary point of contact for customer feedback through social media and feedback and route to the appropriate team for action or resolution
7. Consults and collaborates to continuously improve operations around online customer experience.
Desired Skills & Experience
1. Strong interpersonal relationship development skills; ability to develop trusting relationships with internal and external customers.
2. Excellent listening and communication capabilities, both written and verbal.
3. Extremely high attention to detail, measurement and reporting.
4. Innovative. Ability to recommend and implement new concepts and ideas.
5. Independent and highly self-motivated; assumes responsibility for actions.
6. Proactive problem-solver, capable of critical situation analysis.
7. Professional presence with excellent presentation skills.
8. Working knowledge of client´s and its channel partner ecosystem a plus.
9. Working knowledge and understanding of Opinion Labs, Salesforce.com, Jira, or similar CRM and project management platforms.
10. Knowledge of social media listening and engagement platforms such as Cymfony, Radian6, Attensity360, Google Analytics, or Hootsuite.
11. Highly proficient in Microsoft Office with ability to learn new systems.
Education / Experience
1. BA/BS degree with 3+ years experience working directly with customers, technical experts and professionals, preferably in information and communications technology (ICT).
2. Direct experience in corporate social media and/or online customer service.
Travel Requirements
N/A
Please send your resume to jacklyn.ho@experis.com
Thanks,
Jacklyn Ho
408-369-4104
jacklyn.ho@experis.com
------------------------------------
********************************************************************
Read the new KIT List blog at www.kitlist.wordpress.com for job tips and to connect to our community!
Please go to www.KITlist.org to join, post jobs, or get answers to common questions. If you have any comments or questions, you can reach us directly at KITmoderator@KITlist.org.
By using the KIT List you agree to comply with the Terms of Use on the site, and will not use discriminatory employment practices. The KIT List is a service of Connelly Communications, Inc.
TO UNSUBSCRIBE:
Replying to KIT emails with an "unsubscribe" request does not work.
Instead, just send an email (from the same account you used to subscribe) to KITlist-unsubscribe@yahoogroups.com. If you are still receiving emails after a few days, please email us at KITmoderator@KITlist.org and we will manually remove you. Thanks!Yahoo! Groups Links
<*> To visit your group on the web, go to:
http://groups.yahoo.com/group/KITlist/
<*> Your email settings:
Individual Email | Traditional
<*> To change settings online go to:
http://groups.yahoo.com/group/KITlist/join
(Yahoo! ID required)
<*> To change settings via email:
KITlist-digest@yahoogroups.com
KITlist-fullfeatured@yahoogroups.com
<*> To unsubscribe from this group, send an email to:
KITlist-unsubscribe@yahoogroups.com
<*> Your use of Yahoo! Groups is subject to:
http://docs.yahoo.com/info/terms/
