Provide social customer service, engagement for marketing purposes, adverse events management, and/or protection of brand image, a over all great experience for a brand’s customers in their online venues.
Primary responsibilities for the various agent positions may include, but are not limited to:
- Review and take appropriate action on social media posts according to brand guidelines, to include rejecting or approving content, tracking, and escalating.
- Triage and respond to customers’ questions selecting and personalizing previously prepared responses or in a social context.
- Actively engaging with online users, stimulating, guiding, and participating in conversations. Authoring responses on the fly.
Research customer service answers, in some cases client CRM systems. - Identify and escalate trends, topics, sentiment, and emerging issues
Required skills and traits
- Ability to connect with people, and communicate in courteous, conversational style, while making decisions according to guidelines
- Ability to compose well-written messages, with use of good grammar and appropriate punctuation.
- Strong keyboard skills
- Ability to navigate between multiple systems or applications simultaneously
- Demonstrated personal or professional success engaging in a social channel
- Recommended education and experience
- Minimum 18 years of age required 2-3 years’ experience in online moderation and engagement and/or online customer service desirable
- Some experience in a call center environment helpful.
- Work-at-home experience helpful.
- Social media moderation and engagement experience preferred but not required
- Healthcare background desirable but not required
- Experience with social media tools such as those from LiveWorld, Salesforce, Sprinklr, Khoros, or similar tools desirable
- College Degree or equivalent experience preferred
Environment and Technical Requirements
- Dependable, high-speed Internet access
- Dependable telephone access (landline preferred for training)
- Ability to work in a quiet and secure home office atmosphere
- Work must be performed on a desktop or laptop computer. Use of a tablet or mobile phone is not feasible for this position.
- Language Fluency Requirements
- All applicants must be fluent in English.
- Some positions involve fluency in reading and writing in other languages
- Language fluency testing and writing samples are a requirement for all hourly positions. English for all positions and specific languages for some positions
- LiveWorld defines fluency as complete competency in reading, writing, and speaking at a native or near-native level.
Companies That Hire With This Skill
LiveWorld – About LiveWorld; A Human-Led, AI-Powered intelligence systems company that turns healthcare science and patient realities into intelligence, and intelligence into action.
With over 30 years of experience, we partner with healthcare and regulated brands to transform customer relationships through compliance moderation and community management, intelligent engagement strategies, and actionable insights. Our solutions blend deep regulatory expertise with creative, tech-powered execution to drive emotion-based behavior change, at scale.
We operate with Collaborative Velocity, our cultural model for fast, effective, and aligned decision-making. Proudly 100% independent, we manage over 375+ healthcare digital properties across 70+ country-language combinations with a team of 125+ social media agents.
We are currently recruiting US Residents with fluency in the following languages:
English, Danish, Dutch, Flemish, French, German, Hebrew, Italian, Norwegian, Portuguese, Spanish, Swedish
This position is an hourly, part-time, work-at-home position. Flexibility is needed to occasionally work evenings, nights, weekends, and/or holidays.
Join our LiveWorld team and enjoy:
- Work at home
- Flexible scheduling
- Dynamic environment in fast paced social industry
- Opportunity to learn new skills and further develop existing skills
- Opportunity to learn within healthcare and non-healthcare industries