Job Summary

Disney is seeking passionate and customer-focused individuals to join our Social Media Customer Support team. This remote position offers the opportunity to work from home, providing exceptional support and assistance to Disneys customers through various social media platforms. You will engage with fans and customers in a positive, friendly, and efficient manner, ensuring their experience with Disney is magical. This role requires a strong understanding of social media dynamics, customer service skills, and the ability to resolve issues quickly while maintaining Disneys legendary customer service standards.

Key Responsibilities

• Monitor, respond to, and engage with customer inquiries across various social media platforms including Facebook, Twitter, Instagram, and others.
• Address customer concerns and queries in a timely, empathetic, and professional manner, ensuring a positive customer experience.
• Identify and resolve issues or complaints by offering solutions that align with Disneys customer service policies and values.
• Collaborate with other team members to share insights and trends in customer feedback, helping improve Disneys social media strategy.
• Provide personalized and efficient solutions to customer service requests related to Disney products and services.
• Escalate unresolved issues to the appropriate department or management.
• Maintain accurate records of customer interactions, feedback, and resolutions.
• Stay informed about Disneys new offerings, events, and promotions to provide accurate information to customers.

Required Skills and Qualifications

• Proven experience in customer service, particularly in social media or digital platforms.
• Strong written and verbal communication skills.
• Ability to handle customer inquiries with a positive, solution-oriented mindset.
• Exceptional problem-solving skills and the ability to think quickly under pressure.
• Experience using social media platforms and tools for customer service.
• High level of emotional intelligence and ability to empathize with customers.
• Ability to work independently and as part of a team.
• Basic knowledge of Disneys brand and values is an asset.
• Strong multitasking skills and attention to detail.

Experience

• Minimum of 1-2 years in a customer service role, preferably in social media or digital customer support.
• Experience working remotely is a plus.
• Familiarity with CRM tools and social media management platforms is preferred.

Working Hours

• Full-time remote position.
• Flexible work hours, with potential for weekend shifts based on business needs.
• Occasional evening shifts to accommodate global customer inquiries.

Knowledge, Skills, and Abilities

• Knowledge: A thorough understanding of Disneys products, services, and brand values.
• Skills: Excellent communication and interpersonal skills. Proficiency in social media platforms, basic CRM software, and problem-solving techniques.
• Abilities: Ability to handle multiple customer interactions at once while ensuring each customer receives personalized attention. A knack for adapting tone and style to meet different customer needs.

Benefits

• Competitive salary with performance-based incentives.
• Flexible remote work environment.
• Comprehensive healthcare plans including dental and vision coverage.
• 401(k) retirement plan with company match.
• Employee discounts on Disney products, services, and theme park tickets.
• Opportunities for growth and advancement within Disney.
• Paid time off, including vacation days and sick leave.
• Access to Disneys wellness programs and employee assistance services.

Why Join Disney?

At Disney, we believe in creating magical experiences for our customers and employees alike. Joining our Social Media Customer Support team means becoming part of a company that values creativity, inclusivity, and customer satisfaction. Disney is known for its supportive work culture, where you can grow professionally and personally. As part of our team, you will be helping to bring joy to millions of people around the world while enjoying a dynamic and rewarding work environment.

How to Apply

To apply for this position, please submit your resume along with a cover letter detailing your experience in customer service, specifically in social media or digital platforms. In your cover letter, please highlight your passion for Disney and how you can contribute to maintaining the companys high standards of customer service. We look forward to learning how you can make a magical impact on our team.