The Consumer Happiness Consultant is responsible for acting as the main link between customers and the network of franchisees and management.
The position will field inquiries and resolve customer concerns, emails, posts on forums and websites, plus manage inquiries and complaints on all social media (including Facebook and Twitter).
The role also requires interacting with customers on behalf of the organization and become the voice of the business to help maintain high levels of customer satisfaction, and to providing accurate and timely information to all customers, ultimately converting disgruntled customers into brand champions by improving their overall customer experience.
General Responsibilities :
Social media monitoring across all platforms
Responding to all inquiries and questions on the social media platforms
Communicating with customers and franchisees
Identifying any potential issues that may result in negative brand exposure for Domino’s Pizza and bringing these to the attention of management
Respond to questions and complaints with 30 minutes of the original post
Monitor the Facebook account and replying to every person that has posted a comment
Remove any post that contains bad language, is considered racist, sexist or other offensive content
Remove any link to external pages to protect users from viruses.
Report any links to pornography to Facebook and block any user who regularly posts pornographic material
Respond to emails for YouTube and Blogs, and monitor Twitter activity with a half-hour response time
Bachelor’s degree in Marketing, Business Management, or any related course, preferred
Experience with social media channels including Twitter, Facebook and YouTube and the ability to engage with audiences through these channels is an advantage
Exceptional written and oral communication skills are required
Previous experience in the customer service industry or in a similar role is an advantage
Solid conflict resolution and customer service skills are an advantage
Must be capable of working autonomously and must be able to demonstrate initiative at work
Must be willing to work in Ayala Avenue, Makati City or Bonifacio Global City, Taguig City
Must be willing to be assigned in a shifting schedule