Digital Engagement Specialist

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.

 

Our NEW client is currently seeking a Bilingual French speaking Professional (Call Center Experience) for our St.Catharines Call Center location.

 

GENERAL PURPOSE:

As a Digital Engagement Specialist, you will work in conjunction with Care, PR, Marketing, and Product to build engagement, resolve customer pain, and make the QuickBooks brand shine across our Social Media presences. 

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
  • High Ethical Standards-  Engagement Specialist are stewards of a company’s social media presence and serve as an embodiment of the brand
  • Build relationships with QuickBooks users who contact us through Social as they grow their business
  • Collaborate on your team and with other departments (customer relations, sales, PR etc.) to manage reputation, identify key players, and act on those strategies
  • Fundamentally curious – Self-serve data from multiple sources to find information needed to properly communicate with customers and internal teams
  • Positive attitude
  • Deep customer empathy backed by an understanding of the struggles small businesses face, and the desire to help them succeed
  • Create, edit, publish, and share content that builds meaningful connections and encourages community members to take action
  • Time Management - Thrives under pressure in a fast-paced environment balancing multiple duties while keeping a focus on quality
  • Understand and utilize emotional intelligence to build trusting relationships through our social presences
  • Digital Specialists create and develop positive conversations to drive engagement across our owned and earned spaces

 

 

 

 

ESSENTIAL SKILLS: 
  • Business acumen and passion for small business
  • Execute on our social media strategy through competitive research, messaging, and audience identification
  • Continuously improve by capturing and analyzing the appropriate social data, insights, best practices, and act on the information
  • Social Media Acumen – Understand each social platform, their cultures, how their users communicate, and how brands use the platform to communicate with their customers.  Knowing how to engage with different customer types in a way that resonates with the channel is critical to our success
  • Brand Acumen Live and breathe the QuickBooks brand in every interaction as an embodiment of our persona across public spaces
  • Excellent writing skills with a knack for storytelling, while communicating in a conversational and friendly voice
  • Understand the philosophy of business to better promote B2B engagement
  • Engaged in local and current events
  • Awareness of the differences in global cultures, and wide scale events
  • Culturally adept

EDUCATION and/or EXPERIENCE:

  • BS/BA/Diploma in a relevant field, e.g. Communications, Marketing, Business, Political Sciences, or Public Relations or equivalent experience
  • Experience crafting social posts, campaigns, storyboards, managing social communities or working with influencers
  • Proven working experience in PR, social media marketing, or as a digital media specialist

 

 QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Immense understanding of social networks and social media, internet and online applications and services, including channel best practices and differences including but not limited to: Facebook, Instagram, Snapchat, YouTube, Pinterest, Twitter
  • Attention to detail including writing, grammar and execution in brand voice/tone
  • Thrives under pressure in a fast-paced environment while maintaining a focus on quality
  • Proficiency with Microsoft Suite applications
  • Strong investigation, evaluation, and analytic skills
  • Flexible work schedule including weekends and holidays
  • Ability to create visual content, including infographics, memes, and videos
  • Knowledge of online marketing and a solid understanding of major marketing methods

 

 

 

 

Company
Sitel
Posted
04/06/2018
Type
Full time
Location
St Catharines, 08, CA