Assume you have been asked to participate on a company task force with two co-workers

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Assume you have been asked to participate on a company task force with two co-workers

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Assume you have been asked to participate on a company task force with two co-workers to review the qualifications for a new CSR position focused on social media. Review the job description below with your team.
Job Title: Customer Service Social Media Representative
Job Description: Build rapport between the company and its customer base through
exemplary customer service engagement.
Roles/Responsibilities:
• Monitor the company’s social media outlets/networks (Facebook, Twitter, etc.)
for customer service related inquiries, complaints, concerns
• Answer all customer service inquiries on any social networks immediately and in
the company’s tone (conversational, but informative)
• Organize customer service inquiries, concerns, and responses for future
reference
• Track the types of questions that appear on social media
Qualifications: The ideal candidate should demonstrate the following:
• Exceptional communication skills (verbal and written)
• Attention to detail including a firm and patient demeanor
• Strong grasp of the structure, purpose, and tone of social networks
• Ability to think quickly, and formulate responses within a short turnaround time
• Ability to communicate on social networks in a professional way
• Ability to multi-task
• Strong organizational skills
• Proficient with Microsoft Office programs
• At least 3 years of high volume e-commerce customer service experience.
Working in small groups, discuss the content of this job posting, identify skills
and competencies that are different from typical CSR positions, and write up your
task force findings for a later discussion, as directed by your instructor. As an alternative, follow your instructor’s directions to join a group and use the instructordesignated discussion board to complete the group project

Explanation & AnswerSolution by a verified expert

Explanation
The job content includes the details that an individual has to know before applying for the job. It includes the job title, job description, and the skills that are needed by the individual to get selected for the job and perform the job roles effectively. The job content given for the social media customer service representative includes the job roles such as handling the questions that appeared on the social media, organizing the queries of the customers, and monitoring the brand's performance on different social media platforms. It also states different types of skills needed for performing the job roles mentioned in the job description.

The following are the different skills of Social Media CSR vs Typical CSR positions:

Ability to understand social media platforms - The customer service representative is responsible for maintaining the relationships between the company and its customers. However, the social media representative of customer service is responsible for maintaining the relationship with the customers on social media. So, to execute this task, the social media customer service representative has to have a better understanding of the social media platform, unlike traditional customers service representatives.
Experience of e-commerce - For the traditional customer service representative, having knowledge about e-commerce and other online activities is optional. However, for customer service representatives with a focus on social media having the knowledge of e-commerce and other online platforms is a must. This is because the majority of the work is handled online through various platforms.
Communication skills on social media platforms - Communication skills are very important for the customer service representative to handle the customers more effectively. However, the different skill that is important for social media customer service representative is having a good command of written communication because the social media customer service representative is responsible for handling customers on social media platforms.
Ability to multitask - Multitasking is also an important skill needed for social media customer service representatives to ensure that the social media customer service representative is able to handle the brand image on social media platforms along with maintaining relationships with customers. This is a skill not needed by traditional customer service representatives because the only work is to maintain relationships with the customers.
Sample Response
The company has posted the job description for the position of CSR concerned with social media. The company has posted the title of the job, along with the job description. The content also includes the roles and the qualifications needed by the candidate to fulfill the job roles.

The following are the different skills of Social Media CSR vs Typical CSR positions:

Ability to understand social media platforms
Experience of e-commerce
Communication skills on social media platforms
Ability to multitask

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