Experience the power of a game-changing career

If you’re a proactive action-taker and solution-finder with a keen eye for detail and a high level of integrity, this may be the right role for you.

Concentrix is hiring a Social Media Escalations Advisor to support the clients and partners of one of the world’s largest social media platforms. In this role, you will efficiently and effectively manage, resolve and close off all escalated customer complaints and high-profile escalated cases, from beginning to resolution, in line with quality standards.

What you will do in this role

As a Social Media Escalations Advisor on our team, you will:

Contact clients and partners via email and outbound calls to support with escalations from high-level advertisers to public figures

Track all communications (including internal support team) through phone, email and chat

Analys trends in escalations to identify recurring issues and provide reports and feedback to improve overall service

Troubleshoot sensitive campaigns for global government-related and political ads

Research and correct issues with payments and payment sources

Manage urgent or sensitive situations that could impact the client’s/customer’s reputation, ensuring timely and appropriate responses

Review client issues and determine levels of priority based on case history and information provided through the PSO Escalations Desk

Maintain detailed records of escalated cases, including the nature of the issue, steps taken to resolve it and final outcomes

Engage directly with client contacts to get the correct information and response to resolve each case at the highest quality and within agreed times

Ensure all interactions and resolutions comply with company policies and industry regulations

Your qualifications

Concentrix is a great match if you:

Are proficient in English communication (verbal and written)

Are fully flexible to work between 7 am and 9 pm, Monday - Sunday

Can adapt to an on-site working location in our Dublin office when necessary

Can maintain a minimum broadband speed of 10Mbps and a private, distraction-free workspace for optimal productivity (when working from home)

Have demonstrated experience assisting advertisers in effectively using online platform tools to achieve solutions

Can perform repetitive tasks with diligence and consistency

Are able to work independently and collaboratively

Can adapt to a fast-paced, high-demand work environment

Applicants must be based in Dublin in order to be considered for this position

If you feel you don’t check every box, we still encourage you to apply. We'll do our best to match you with the right job, whether it’s this or another role.

What’s in it for you

In this role, we offer benefits that help you support your unique lifestyle:

A competitive salary of €28,300 per annum

Performance Bonuses

Employee Discounts

Wellness Programme

Free meals and snacks

Experience the best version of you!

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 550k+ game-changers around the globe call Concentrix their “employer of choice.”

Concentrix is an equal opportunity employer.

Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Eligibility to work

In accordance with the Irish law, only applicants who are legally authorised to work in Ireland will be considered for this position.

Social Media Escalations Advisor

About Concentrix