As a Customer Advocate, you are part of our post-sales Support team and your passion for providing exceptional customer service contributes to our world-class high level of customer satisfaction.
Acting as the first line of response to customers worldwide, you will communicate in an open, helpful and engaging tone and focus on finding the right solution with each customer.
You will connect with our customers to address questions and resolve issues through multiple channels such as Chat, Email, Twitter, Facebook, Phone etc. You will organize and triage customer queries and support issues between these channels as well as manage outages and communicate to the appropriate stakeholders & customers. Additionally, you will work with various teams to resolve customer support concerns, escalate bug issues, and serve as an ambassador for our brand.
You are available to work a flexible work week which includes some weekend coverage.
Finding solutions while connecting with customers
Multitasking in a fast-paced environment
Written and verbal communication (both English & French) with a professional yet personal tone
Navigating social media and social media dashboards.
Keeping organized and dealing with information coming from different sources at once
Learning quickly with an eye for detail
Taking direction and contributing to a collaborative team
Staying positive and thriving under pressure
Familiarity with Hootsuite, Zendesk, Chat software, Payment software such as Aria & PayPal
Experience with soft selling and up selling techniques
Knowledge of the social networking industry and social analytics
Fluency in a second language
Punderful sense of humour