Customer Service Social Media Advisor

Kentish Town Full-time

About us

WeSwap is the people’s currency exchange!  We offer a peer-to-peer travel money platform (iOS, Android and web) enabling travellers to swap currencies directly with each other – avoiding banks and corporates allowing us to offer the best rates on travel money.  We want our customers to ‘stress less and travel happy’ hence our mission is to help travellers everywhere swap and manage their currency in the cheapest, fairest and most transparent way possible.  We currently have over 500,000 users and have swapped over £200 million since the start of our journey.  If you are looking for the rare opportunity to be part of an exciting, fast paced, high growth, tech company then read on!

The role

Reporting to the Customer Support Manager, the CS Social Media Advisor mission will be to deliver amazing social customer care experiences that drive positive brand sentiment and awareness. You will anticipate and support the needs of our Multicultural Customer Service team, responding to questions and customer concerns, and recommending process improvements as needed. You will work collaboratively and independently to drive innovation and enhance the customer experience. This role includes creative communications and analysis.

Key Accountabilities and Responsibilities

  • To have direct contact with consumers and ensuring to deal with them in a professional way.
  • You will respond to general and technical inquiries on WeSwap’s social channels such as Twitter, Facebook, Instagram and any other future social media channels
  • You will also respond to customer reviews on review channels such as Trustpilot, CompareHolidayMoney as well as our app reviews (Google Play and Apple Play Store).
  • Resolve all queries/complaints within the social media remit, and promote positive outcomes for all customers
  • Ensuring negative posts are handled in line with departmental processes. Capturing customer information and escalating to the relevant complaints team to enable resolution
  • Dedicatedly communicate emerging customer-facing issues and concerns to internal teams
  • You will provide real-time listening, engagement, and support on marketing campaigns
  • Collaborate with CS leadership, Marketing and peers to improve the support experience for customers
  • Create reports using Social Media and Community Analytics tools and personal analysis
  • Strive to deliver unique personalized interactions that amplify WeSwap’s brand and demonstrate best in class social care
  • Work as part of the team to ensure a positive and professional environment
  • Help empower our Website to become more self-sufficient by facilitating regular alignment meetings with Marketing
  • Perform additional duties as required

Who you are 

  • You have experience working in a customer-centric environment that offer extraordinary service
  • Knowledge of working in the technology sector and/or for a subscription service a plus
  • Inquisitive and always looking to improve things
  • Strong communicator with excellent writing, grammar, and people skills
  • Fluent in written English; additional language competencies are a plus
  • Can collaborate positively within a fast changing and dynamic environment
  • You are a multitasker with excellent organizational skills with high personal productivity with demonstrated follow-up
  • Daily use of social media technologies
  • Prior experiences on social media work environment is a plus

Benefits

  • Life assurance (4x salary per life)
  • 25 days’ holiday plus bank holidays!
  • Child care vouchers
  • Friday afternoon drinks in the office
  • Season ticket loan
  • Commission free currency exchange

Location: Kentish Town – London

Hours: full time role

Salary: £20K pro rata

Interested? We’d love to hear from you!