digital engagement CoordinatorSGS

Company Description
SGS is the world's leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 94,000 employees, SGS operates a network of over 2,600 offices and laboratories around the world.
Job Description
PRIMARY RESPONSIBILITIES
Act as the first point of contact for customers and other audiences on our digital channels (web, social media, live chat) by receiving and responding to public and private inquiries
Analyze the digital inquiries for potential sales and marketing opportunities and correctly route them to the appropriate SGS business and/or technical contact to assist in business development and sales opportunities
Work closely with all SGS business lines to ensure the CRM works effectively for all aspects of leads management and proper routing rules are in place
Identify complaints and provide first-level response. Coordinate complaint resolution with relevant SGS contact
Interaction professionally with all levels of internal and external clients of SGS at all times and follow the company policies, procedures, and business process in handling customers and SGS affiliates
Regular monitoring of key metrics (volume, response time, etc.) and reporting on performance trends, opportunities and issues
Digital survey management, communication and monitoring on platforms such as Survey Monkey and Hotjar
REPORTING LINE
· Corporate Communications Support Team Manager
· Digital Engagement Lead
SPECIFIC RESPONSIBILITIES
Manage inquiries on various digital channels (CRM, Enquiries RT, social media, etc.) from external and internal SGS customers and refer these new open leads to assigned CRM contact person
Provide a first-level response to inquiries coming from the website contact form or live chat
Ensure visibility and traceability of leads from all interfaces with the customers either through SGS forms, telephone, email marketing and/or advertising, and register these leads to the CRM/SMP system
Monitor and report on 'new' leads, 'closed' leads, and leads that still require manual follow- up and duly re-assign to the right contact (or escalate to country business manager) by updating the field's specific email address for routing and lead status
Review CRM analytics on lead status to ensure it works seamlessly across the business units and captures all required information at key points in the customer life cycle
Engage with social media audiences by responding to comments and requests. Relay community feedback to relevant internal stakeholders.
Respond to reviews and comments on relevant sites (e.g. Google My Business)
Escalate customers' complex inquiries and/or complaints to relevant SGS contact
Generate reports according to the needs of the business line as assigned by the Digital Engagement Lead
Assist in the test and implementation of CRM tools and platforms that may be utilized by the organization
Perform non-operational tasks as assigned by the team lead, team manager or the Digital Engagement Manager
Perform other tasks that are related to the department and/or organization's vision and goals
Qualifications
PROFILE
· Bachelor's degree or its equivalent
· Experience in working with enterprise CRM applications like Oracle CRMOnline is an advantage
· Ability to relate CRM functionalities and work with SGS global business units to gather and understand detailed / relevant business requirements and or requests
· Familiar with social media platforms (Facebook, Twitter, LinkedIn, etc.)
· Customer focused and empathetic, with pleasant/professional personality
· Sales and marketing / customer service experience from the Business Process Outsourcing (BPO) industry, or its equivalent
· Experience in complaint handling
REQUIRED SKILLS
· 1 to 2 years minimum experience in customer relations and services
· Customer-focused and delivery-oriented
· Strong communication and interpersonal skills, with strong emphasis on written communication
· Attention to detail and ability to multitask
· Working knowledge in Microsoft Excel, Microsoft Word and Microsoft PowerPoint
· Excellent command of the English language, both written and verbal
· A fast learner, able to grasp new concepts, understand requirements and translate knowledge into practical ability
· Ability to work under pressure and meet deadlines
· Team player with ability to operate without close supervision and able to adapt easily to business evolution
Additional Information
All your information will be kept confidential according to EEO guidelines.
Bachelor's Degree in any business course
2 years of working experience in a relevant function - nice to have
Excellent Customer service skills - required
SmartRecruiters

Muntinlupa City, Metro Manila
Permanent
Full-time