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Reporting to the Director of
Global Customer Support, the Global Customer Care Social Media Program Analyst
is responsible for maintaining a very high level of quality and customer
satisfaction among our team and at our contact centers and service centers around
the world. The position will be responsible for defining and implementing
strategies for international Customer Support on social media for all countries
and languages that Western Digital supports worldwide. They will be
responsible for providing training on Social Media contact quality
monitoring for our contact centers and 3rd party vendors around the
world to provide world-class customer care. Manage constant continuous
education and Social Media improvement processes to a team of support experts
in our Global Customer Care Organization (GCC).
ESSENTIAL DUTIES AND
- Develop a comprehensive strategy
for Social Media contact responses for our customers worldwide in 16 languages.
To maintain and provide training for all Social Media activities for all levels
of GCC agents. Including but not limited to new hire training, NPI training,
Customer Service and technical support training
- Work closely with 3rd party
vendors to ensure all KPIs are met regarding Quality and Customer satisfaction.
- Facilitating new Social Media
programs and product introduction and ensuring that the contact center teams
are fully trained prior to product release.
- Provide quality audits of ALL
Social Media Contacts and training for our Service centers globally
- Monitor key metrics for all Social
Media Contacts and case statistics for continuous improvement in customer
satisfaction and progress toward overall objectives and long-term Customer
- Lead regularly scheduled
conference calls to discuss Social Media status of all current call
centers. Additionally, attend Quarterly
Business Reviews (QBR) as required.
- Ensuring that Support personnel
are following best process and practices to efficiently resolve customer issues
and communications to the customers.
- International Travel required
- Bachelor’s Degree and minimum of 5-6 years’
experience in directly managing Social media Customer Service functions.
- Prior experience managing training and\ or
quality organizations within a support environment in a fast-paced, growing,
multi-lingual call centers required. Consumer Electronics Industry experience
- Superb written and verbal communication skills
and customer interaction skills
- Organizational - have shown the ability to manage
numerous projects simultaneously, work across the organization, and drive the
necessary activities to solve customer issues.
- Outstanding customer service and overall verbal
and written communications skills. Strong Interpersonal, teamwork, process
- Travel (5%) required.
- Working knowledge of CRM and Online Support
ABOUT WESTERN DIGITAL
Western Digital Corporation is the world’s largest data
storage company with a leading portfolio of HGST, SanDisk, G-Technology and WD
brands covering flash and disk-based solutions.
Deployed by the largest and most prominent organizations worldwide, Western
Digital solutions are everywhere, touching lives and enabling great value from
the data they possess.
Western Digital is an equal opportunity employer. We are
committed to providing equal employment opportunity for all applicants and
Digital does not
unlawfully discriminate and complies
with the laws and regulations set forth in the following EEO Is The Law poster:
Employment Opportunity Is The Law.
Western Digital participates in the E-Verify program in the
US. For more information click here. Este empleador participa in E-Verify.