CX Social Media & Escalations Manager
Catawiki
- Den Haag, Zuid-Holland
- Vast
- Voltijds
- Build and manage a team of high performing specialists who engage with our customers on platforms such as Trustpilot, Facebook, Instagram etc
- Ensuring all communications are handled correctly, with swift complaints resolutions and proactive efforts to engage with customers.
- Manage the day to day operations of the team to ensure key metrics such as RR, CSAT, NPS, and review scores are on target.
- Ensure the development of strategies for both our buyer and seller customer profiles
- Responding to customer needs, requests, and complaints to achieve a satisfactory outcome.
- Researching and understanding the competition and best practices to incorporate this into the outreach strategy.
- Partner with CX leadership team to build social media specific policies, processes, and escalations frameworks
- Define and implement processes for edge cases, viral threads, and executive escalations to mitigate brand risk and provide the highest level of customer service
- Ensure consistent quality and tone of voice for Catawiki’s audience on social media and review platforms
- Build and implement programs to delight our customers and turn our most frustrated users into advocates
- Identify new tools and technologies to better serve the customer
- Use Customer Insights and Root Cause Analytics to identify areas of improvements
- Keep track of the latest industry’s developments and know how to apply best practices to areas of improvement
- Work with cross functional teams such as brand marketing and CRM, to ensure that we visibility on upcoming events and marketing campaigns
- Work with cross functional teams such as UX and Service Design to ensure Customer Centricity and Voice of the Customer programs are executed
- Work with CX stakeholders such as WFM to ensure forecasting and planning are in line with the marketing events
- Partner with cross functional teams to drive consistent positive Brand sentiment, tone of voice, and excellent support on social media platforms
- 5-10 years of experience within a customer service environment
- 5 years of experience in building and managing high performing teams
- Excellent knowledge of review sites, social media community and platform best practices
- Excellent stakeholder management and communication
- Ability to effectively manage escalations at scale from a variety of social media platforms, such as Facebook, Instagram, LinkedIn, Twitter and review sites, such as Trustpilot or Google reviews.
- Ability to work independently in a fast-paced environment
- A challenging role in a diverse, international and fast-growing organisation with over 50 nationalities.
- Regular fun activities both on and offline e.g summer parties, boat rides and regular team events.
- Great secondary benefits including a holiday allowance and a fantastic pension plan paid for by Catawiki.
- Hybrid ways of working between home and office. We offer remote and activity-based working, suited to the team and individual responsibilities
- We care about our teams’ wellbeing and offer a holistic wellbeing programme including our Employee Assistance Programme offering clinical services, single-session therapy, wellness support and more.
- Tailored learning and development opportunities to support your personal and professional growth;
- Provide employees with a 100 EURO Catavoucher upon joining and 50 EURO birthday Catavouchers;
- Extra days of annual leave for work anniversaries at 3, 5, 8 and 10 years;
- Additional leave allowances for important life events such as moving, engagement & marriage;
- Each year Catawikians get an additional day’s leave to Pursue their Passion!