Social Media Specialist

«out Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Job Description Conduent’s pharmaceutical client Bayer are hiring a Social Media Specialist to support the US client. The role is based in Poole, Dorset and will support the East Coast US working hours. Contract type: Permanent Working hours: Monday to Sunday on a shift rotation, 7:00 am - 3:30 pm US Eastern Time (12:00 pm – 8:30 pm UK Time) Job Responsibilities: Checking natively all social pages/assets daily to identify possible missing comments on the Social Media Tool. Monitoring and responding on social pages via Social Media Tool including hashtags. Identifies customer needs by referring to past transactions/case notes, analysing case by case as needed. Provides customers with the appropriate customized information requested. Capturing all interactions into our CRM tool. Escalates issues to senior levels as needed, based on reports on complaints or concerns. Being aware of company policies in order to provide accurate information to customers. Responsible for the end-to-end resolution of the customer issue which might include the inbound transaction, follow-up calls and final closure statement. Collaborate to create canned, or frequently used responses. Provide real-time feedback about trends, comments and complaints Review and Capture Amazon and Bazaarvoice reviews. Ability to recognize Adverse events and PTCs. Requirements: You will be required to work in American English Experience with social media sites (Facebook, Twitter, YouTube, Instagram). Demonstrated understanding and knowledge of Internet principles, terminology and functionality. Excellent Customer service skills. Strong verbal and written communications and listening skills. Well-developed problem analysis and decision making skills. Ability to perform in high-pressure and fast-paced environment and handle multiple tasks simultaneously. Demonstrated Proficiency in Microsoft Office Suite including word, Excel and Outlook. What we offer you: 28 days paid holiday per annum inclusive of bank holidays, increasing with length of service Employee Assistance Programme to you and your immediate family members Workplace Pension-Automatic Enrolment Life Insurance Dental Benefits scheme Free Eye Test Closing Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the