Get to know the Role:
To manage and supervise social media inquiries and complaints handling process in Instagram, Twitter, Facebook, & Youtube. Delivered within specified SLA and escalation level based on Social Media Customer priority level to improve customer satisfaction level, wider spread of positive mention/comment and word of mouth via social media, and maintain customer loyalty through effective social media customer handling.
Day-to-day activities :
Manage and Supervise all complaint and inquiry handling in social media, such as:
- Ensure social media customer’s inquiry and complaint with delivered within specified SLA and with “social media language” and treatment i.e. Customer expectation to that request, gather all data required for case resolution via direct message/specific complaint form/direct phone calls.
- Ensure availability of updated resolution based on e-knowledge, empowerment guidelines and tools/system support in supporting socmed tools.
- For Non OCR Case, to ensure timely escalation & follow-up to back-end within specified SLA based on case type and priority level are properly in place.
- For certain customer in high priority level, to ensure regular update on case progress to maintain customer expectation and reduce negative word of mouth effect to Grab in social media is properly provided.
- To monitor complaint and inquiry resolution rate and trends in social media.
Monitor effectiveness, usefulness, and efficiency social media care team:
- Oversee the Social Media customer service team, ensuring a superior quality of communication and project delivery is provided at all times
- Coordinate the planning of social media campaigns, ensuring customer acquisition and supporting monetization across the company’s portfolio
- Act as the advocate of social media integration within the Company, influencing overall site and business strategies
- Provide insights, benchmarks and analyse data provided by the Social Media Customer Service Team, to inform social community management lead and company-wide decision-making and commercial campaign targets are met
The must haves:
- University background (S1) from any discipline, preferably Communication / Engineering / Statistics / Economics with at least 5 years working experience in Telco Industry, FMCG, e-commerce with sufficient knowledge in Social Media platform, Interaction/Language, and Social media community behavior.
- Strong written and verbal communication skills; a persuasive and passionate communicator with good public speaking skills
- Passion for all things social - staying on top of the latest trends, platform updates, as well as local nuances of consumer behavior
- Creative copywriter / able to supervise the communication template or direct them
- Up-to-date on local internet lingo a plus
- A fluent English speaker with excellent written skills.
