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Job description

We are a passionate team with a simple aim to help our clients grow and have fun while doing so! We are 10 years old, and classed as a ‘fast-growth’ company in the UK - working with an enviable client list.

Socialbear is the global leader in Customer Service and Community Management, powering support for some of the world’s biggest brands. Human customer support built for the 21st century, available 24 hours, 365 days a year. Our full stack service includes: agents, management, security, training, analytics and data. We power customer service for industry leading brands, charities and governments. Our goal is to continue transforming traditional contact centres, into cloud based community led initiatives. We firmly believe that Social Media, Live Chat and Email are the primary way customers engage with businesses online, the driving force that powers Socialbear.

This role is on an initial freelance contractual basis, with scope to continue working full time following this.

Hours of work:

16 hours per week remote, weekend work required.

To be successful in this role, you will need to have demonstrated strong writing, organisation and communication skills. As well as previous experience within customer service, communicating with brands online using a Social Media Management tool.

Key Skills - Customer Support

• Excellent written and verbal communication skills
• Confident in delivering phone support
• Superb time management
• Copywriting and proofreading
• Knowledge of customer support for high profile clients (training provided)
• Respond to customers in a timely manner
• Use of Slack, Google Suite, Microsoft Teams and collaboration tools
• Passion for delivering excellent customer service
• Interest in moving into an Account Manager role in the future, to help us improve our customer service offerings to our extensive client list
• Vape Knowledge would be a great asset for this role

Roles & Responsibilities

• Assisting customers with advice and queries through email and phone support.
• Manage the day-to-day customer service.
• Effectively responding to all Community Management responses.
• Tracking and reporting on client support usage.
• Pro-actively escalating and spotting potential PR threats, and following moderation briefs.
• Reporting into Account Manager.

What's on offer

• Monthly invoice paid within 48 hours
• Standard hourly rate: from £10.50
• Great working environment - regular digital socials and outgoing team

Expected start date: Immediate Start

Job Types: Full Time, Part-time, Freelance

Job Type: Freelance

Salary: £10.50 per hour

Benefits:

• Work from home

Schedule:

• Overtime
• Weekend availability

Application question(s):

• Do you have knowledge of vaping devices and accessories?

Experience:

• Phone Support: 1 year (required)

Work Location: Remote