Job Summary

Disney is seeking a dedicated and enthusiastic Social Media Customer Support Specialist to join our dynamic team. This role provides an exciting opportunity for individuals who have a passion for delivering exceptional customer service while engaging with fans and customers across various social media platforms. As a Social Media Customer Support Specialist, you will play a key role in managing customer inquiries, addressing concerns, and enhancing the Disney brand experience online. This position is fully remote, offering flexibility for those who thrive in a work-from-home environment.

Key Responsibilities

• Social Media Engagement: Monitor and respond to customer inquiries, comments, and concerns across Disneys official social media channels, including but not limited to Facebook, Twitter, Instagram, and YouTube.
• Customer Support: Provide timely and accurate responses to customer queries related to Disney products, services, events, and experiences, ensuring a high level of satisfaction.
• Brand Advocacy: Act as a brand ambassador, maintaining Disneys voice and tone while fostering positive relationships with customers on digital platforms.
• Problem Resolution: Effectively resolve customer complaints and issues, providing thoughtful and empathetic solutions in line with Disneys policies.
• Collaboration: Work closely with internal teams, including customer service, marketing, and product teams, to ensure consistent and seamless customer experiences.
• Reporting & Feedback: Track customer sentiment and provide feedback on recurring issues, trends, and insights to help improve Disneys social media strategies and customer service processes.
• Content Creation: Assist in the development of engaging and informative content for social media, contributing to campaigns and initiatives that enhance customer engagement.

Required Skills and Qualifications

• Excellent Communication Skills: Strong verbal and written communication skills are essential for interacting with customers and expressing information clearly and professionally.
• Customer-Focused: A genuine passion for helping others and providing top-tier customer service.
• Tech-Savvy: Proficiency with social media platforms, including Facebook, Instagram, Twitter, LinkedIn, YouTube, and others.
• Problem-Solving Abilities: Ability to resolve complex customer issues with patience and creativity, ensuring a positive outcome for both the customer and the brand.
• Multitasking Skills: Ability to handle multiple customer inquiries simultaneously while maintaining attention to detail and professionalism.
• Adaptability: Flexibility in adapting to changing social media trends, platforms, and customer needs.

Experience

• Minimum of 2 years of experience in customer service, social media management, or related fields. Previous experience working in the entertainment, hospitality, or tourism sectors is a plus.
• Experience with Social Media Tools: Familiarity with social media management and analytics tools (e.g., Sprout Social, Hootsuite, Zendesk) is preferred.
• Experience in Crisis Management: Ability to handle high-pressure situations, manage customer complaints, and maintain calm under stressful circumstances.

Working Hours

• Full-Time Role: 40 hours per week with flexible shifts.
• Hours of Operation: As a global company, Disney offers customer support across various time zones, and shifts may include evenings, weekends, and holidays.
• Work from Home: This position is 100% remote. A stable internet connection and a quiet home office environment are essential.

Knowledge, Skills, and Abilities

• In-Depth Knowledge of Disney Brand: Understanding Disneys mission, products, services, and customer experience values will help in delivering high-quality support that aligns with the brand.
• Social Media Literacy: Staying up-to-date with current social media trends, customer expectations, and digital customer service best practices.
• Empathy and Patience: A key trait for success in this role, ensuring you understand the customers perspective and provide thoughtful and compassionate responses.
• Attention to Detail: Careful attention to grammar, spelling, and overall clarity in all customer interactions.

Benefits

• Competitive Salary: Disney offers an attractive compensation package.
• Health & Wellness: Comprehensive healthcare plans, including dental and vision coverage.
• Retirement Savings: 401(k) with company match.
• Paid Time Off: Generous vacation days, sick leave, and paid holidays.
• Employee Discounts: Enjoy discounts on Disney products, parks, merchandise, and events.
• Training and Development: Continuous learning opportunities, professional development programs, and career advancement pathways.
• Work-Life Balance: Flexible working hours and a remote work environment that fosters work-life balance.

Why Join Disney?

Joining Disney means becoming part of a world-renowned company known for its rich legacy in entertainment, creativity, and customer experience. At Disney, we believe in creating an inclusive environment where every voice is heard, and we encourage professional growth through diverse learning opportunities. As a Social Media Customer Support Specialist, you will have the chance to make a tangible impact on our brand while delivering exceptional service to our loyal fans and customers. With a focus on employee well-being, development, and innovation, Disney provides an exciting and rewarding work environment.

How to Apply

Interested candidates are invited to submit their resume and cover letter via the Disney Careers portal. In your cover letter, please highlight your relevant experience, explain why you are passionate about Disney, and demonstrate how you can contribute to our customer support team. Apply now and embark on a rewarding career with Disney, where dreams come true!