Customer Service Advisor - Social Media Only


A fantastic and very rare opportunity has become available working as a Social Media Agent within a Global Outsourcing Organisation located in the West of Edinburgh. This is a full time, permanent opportunity working 40hrs per week and due to start ASAP.

We have a variety of working patterns available and looking for individuals who would like to respond to customer enquiries via Social Media and offer strong experience within this.

Your key duties and responsibilities will include:

  • Provide complete, accurate and timely support/assistance to customers using various methods of social networks on customer service and technical 'knowledge' issues
  • Ensure that escalations enquiries are processed correctly and in a timely manner using the appropriate and necessary escalation tools and processes
  • Recommend new content or effective solutions based on investigation, insights and information gathered from posts and community
  • Work with analysts to identify information that can be used as knowledgebase content
  • Provide accurate and relevant feedback on processes, tools and issue drivers to clients and internal resources
  • Provide daily an weekly reporting
  • Engage with various departments and team members
  • Provide support and advice to customers using the most appropriate and accurate solutions by either pointing them to knowledgebase articles or directly responding to their inquiries

To be considered for this opportunity, our client does require individuals to offer the following background/experience:

  • Fluent English language
  • Prior experience managing social media in a professional setting
  • 5 GCSE's/Standards Grades A-C/Equivalent (must include English)/5 Standards required
  • High level understanding of social networks and social media
  • High level knowledge of Internet, and online applications and services
  • High quality written and verbal communication skills
  • Ability to analyze and provide feedback on issues and volume drivers impacting KPIs

Operational hours: Backshift hours, 16.30 - 1:00am from Monday - Sunday (Working 5 days out 7, 40hrs per week)


In return our client offers a salary of £16,800 along with fantastic benefits to include: generous holiday allowance, ongoing training and development, further career opportunities, monthly incentives prizes, pension, healthcare, discounts for various retailers and tourist attractions, childcare vouchers, free onsite parking, free hot beverages

Next Steps

For further information, please apply by emailing your CV to FPSG ASAP. Our client is looking to interview and recruit these positions with immediate effect.

To keep up to date with current opportunities within the Call & Contact Centre sector, be sure to follow @FPSGCustService on Twitter and the FPSG page on LinkedIn.

Equal Opportunities

FPSG is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age.

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