Viagogo is the world's leading marketplace to buy and sell tickets to any live event, anywhere.
Through viagogo internationally and StubHub, our platform in North America, we service customers in 195 countries in 33 languages and 49 available currencies.
With more than 300 million tickets available to events around the world annually – from sports to music, comedy to dance, festivals to theater – viagogo offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences.
Executive Customer Care and Social Media Specialist
As a lead in resolving high-level executive and social media inquiries, you will combine urgency, professionalism, and strategic insight to manage escalated customer complaints and real-time social media interactions.
Your role includes first-contact resolution, proactive issue identification, and partnership with cross-functional teams to improve overall customer experience.
What You'll Do
Social Care
Serve as a frontline ambassador on social media channels, swiftly addressing customer inquiries, comments, and concerns with enthusiasm and professionalism while ensuring a positive, professional presence that aligns with the company's brand values.
Utilize thorough research to resolve customer issues, aiming to provide a first-contact resolution whenever possible.
Monitor and moderate online community discussions to maintain respectful and relevant interactions.
Create and update articles that serve as a comprehensive resource for customers, providing a one-stop solution that reduces the need for direct inquiries.
Display comprehensive knowledge of products, services, and policies, providing expert-level support and guidance.
Manage escalated customer inquiries from the Social Management Team and Executives, ensuring timely and effective resolutions.
Collaborate with cross-functional teams to implement improvements based on issue analysis, enhancing social and executive customer experiences.
Executive Care
Manage escalated customer inquiries from high-ranking executives, ensuring timely and effective resolutions.
Tackle complex issues including legal claims and consumer complaint platform escalations with professionalism and precision.
Communicate difficult messages with empathy, effectively de-escalating challenging situations.
Maintain meticulous records of interactions and resolutions to track trends and outcomes.
Who You Are
Data-Driven Decision Making
: Make informed decisions based on comprehensive data analysis, customer feedback, and organizational objectives.
Proactive Problem-Solving
: Utilize advanced analytical skills to identify root causes of complex issues, anticipate future challenges, and implement proactive solutions to prevent escalations.
Strategic Communication
: Effectively convey policy guidelines, decisions, and resolutions to customers, team members, and management with a focus on strategic impact and long-term objectives.
Attention to Detail and Quality
: Ensure accuracy and quality in all aspects of escalated issue resolution, maintaining high standards of excellence and customer satisfaction.
Empathy
: Display deep empathy and patience, crucial for handling sensitive executive escalations and social media interactions.
Technical Proficiency
: Skilled in navigating social media platforms and CRM systems, with an understanding of social media platforms.
Adaptability
: Flexibly respond to changing priorities and maintain effectiveness in a dynamic environment.
Communication
: Excellent written and oral communication skills.
What You've Done
2+ years of customer service experience required.
1+ year(s) experience handling executive customer escalations concerns preferred.
Solid understanding of the social media landscape (e.g., Facebook, X, Instagram, Snapchat, TikTok).
This is a full-time position that may require weekend, holiday, daytime, and/or evening hours.
The role will require working in the office 3 days per week to ensure cross-functional collaboration.
What We Offer
Health package
Employee engagement initiatives
Casual dress code
Free parking
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