Job Details

Job Description

We're seeking a passionate and customer-centric individual to join our team as a Social Care Agent. In this role, you'll be the voice of Pizza Hut, managing and processing customer inquiries and brand-related comments on our social media platforms. Your primary goal is to provide timely and effective resolutions, ensuring a positive brand experience. You'll also collaborate with internal teams to escalate and resolve sensitive customer issues, contributing to our overall brand love and customer satisfaction.

Responsibilities

• 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.

• 1+ years of customer care experience, either in-person, via phone, or online channels
• Passionate about helping people: you are personable, sincere, humble, and want to solve the issues at hand
• A team player: if someone needs help, you are the first one on the scene. You're more than willing to lend a hand and share your know-how
• Flexible: Ability to adapt quickly to a changing environment
• Discerning, practical, and insightful: able to work quickly to ensure we are keeping up with the social traffic as it occurs
• Juggling skills...juggling tasks, that is. You can manage a large queue of tasks for action and recognize priority issues as well, and escalate with effective communication
• Excellent organizational skills and attention to detail
• Grammar Superhero, battling misuse of their, there, and they're everywhere you turn
• Proven ability to deal with problems and solve them effectively with positivity
• Ability to maintain accuracy, consistency, and quality in a fast-paced, multi-tasking environment
• Hybrid: Expected in office as needed (about three times per week) and possesses a high level of productivity when working remotely and in-office
• Working a mix of morning, afternoon, and night shifts, including weekends and some holidays - 40 hours/5 days a week

• Bachelor's degree preferred, not required
• Experience with the Microsoft Suite and the ability to quickly learn and adopt new tools
• High level of comfort in web-based applications, social media platforms, and navigation between tools (Google, Facebook, Instagram, TikTok, and Twitter (X))