Social Care Agent

We're seeking a passionate and customer-centric individual to join our team as a Social Care Agent, managing and processing customer inquiries and brand-related comments on social media platforms.

Requirements

• Manage and respond to customer inquiries and brand-related comments on social media platforms within designated response times.
• Escalate and triage sensitive customer issues to the appropriate internal Pizza Hut teams and stakeholders.
• Collaborate with team members and the team lead on challenging or sensitive cases to determine the best approach.
• Report on community trends and insights, providing valuable feedback to the customer care program and team.
• Participate in operational and technical platform trainings as needed to stay updated with tools and best practices.
• Conduct end-of-shift knowledge transfers, ensuring seamless handovers and awareness of ongoing cases.
• Quickly address and escalate customer issues, maintaining a high level of responsiveness.
• Execute Surprise and Delight initiatives, identifying and engaging genuine brand advocates with personalized gifts.
• Maintain a high level of productivity when working remotely and in-office, as per the hybrid work model.