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Epos Now is a market-leading fintech business with an international presence (71 countries and counting!). As a cloud-based payments and point of sale (POS) software provider, our passion is to help small businesses grow and thrive. In fact, our company mission is to make commerce accessible to everyone.
We proudly deliver a top customer service experience to our customers across the world, with offices in the UK, USA and Australia. Every Epos Now employee is supported with a personalised progression plan, and we are quickly expanding our customer service teams to support future growth - it’s an exciting time to join us!
About the role
As a Global Complaints and Socials Advisor, you will play a pivotal role in ensuring our organization's positive online reputation and handling customer complaints efficiently.
You will be responsible for monitoring, addressing, and resolving customer complaints on social media platforms and other digital channels while providing exceptional customer service.
Ability to commute/relocate to Norwich: reliably commute or plan to relocate before starting work (required).
Key responsibilities
- Social Media Monitoring
- Monitor various social media platforms, review customer comments, reviews, and mentions, and assess the sentiment of online conversations.
- Complaint Resolution
- Respond to customer complaints in a timely and professional manner, striving to resolve issues and escalate as needed.
- Collaborate with relevant departments to address and rectify customer concerns.
- Customer Engagement
- Engage with customers proactively to acknowledge positive feedback and reinforce brand loyalty.
- Data Analysis
- Collect and analyze data related to customer feedback, complaints, and trends, providing insights to improve products and services.
- Documentation and Reporting
- Maintain records of customer interactions, complaints, and resolutions.
- Prepare regular reports on complaint trends and resolution performance.
- Training and Support
- Assist in training team members on effective communication and customer service strategies for social media and online platforms.
- Crisis Management
- Be prepared to respond to urgent and sensitive situations, ensuring that the company's reputation is protected.
- Compliance and Ethics
- Ensure all responses and actions align with company policies, industry regulations, and ethical standards
About you
Qualifications
- Strong verbal and written communication skills.
- Proficiency in using social media platforms.
- Excellent problem-solving and conflict resolution skills.
- Ability to work in a fast-paced environment and adapt to changing circumstances.
- Strong customer service orientation.
- Prior experience in customer service or social media management is a plus.
Key competencies
- Customer-focused mindset
- Communication and interpersonal skills
- Analytical and problem-solving abilities
- Adaptability and resilience
- Teamwork and collaboration
- Attention to detail
- Knowledge of social media etiquette and trends
Experience
- Customer service: 1 year (required)
- Complaint handling: 1 year (required)
Benefits
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Gym membership
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Work from home
- Supplemental pay types:
- Bonus scheme
- Performance bonus
