Get to know our team:
Dynamic team who provide you the environment to grow and better career.
Get to know the Role:
To manage social media inquiries and complaints handling process in twitter, facebook, webchat, mailing list, blog, etc. 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.
The day-to-day activities:
- CE social media setup, develop and operate social media organization end to end, including policy, processes, and support enabler (including tools and relevant technologies) to deliver and ensure customer experience as agreed.
- Setup, develop, and manage end to end guidance, roadmap, policy and operational social media function which consist of people management , relevant processes, KPI, and support enabler such as technology, tools, and social media attributes.
- Develop and establish methodology and target of performance measurement for all CS units in social media including individual performance indicator for CS agent to inline with company business objective
- Coordinating with stakeholders across the Company to ensure the social media channel effectiveness and ensure the adoption of relevant social media techniques into all of the company’s products and services.
- Monitor complaint and inquiry resolution rate and trends in social media.
- Manage the team to ensure timely escalation & follow-up to back-end within specified SLA based on case type and priority level are properly in place
- Lead, coach, develop, and retain high-performance team member with an emphasis on developing capacity in operation excellent, KPI achievement, and program budgeting
- Identify and mapping team member capability and coordinate with training department to fulfil the team member’s gap via training programs and retreats to expand the capacity of all staff
- Find effectives strategies to improve operational performance and customer satisfaction
- Develop a deep understanding of Grab’s business operations, including internal processes, technical infrastructure, in collaboration with across department team
- Ensure adherence to budget
- Build strong relationships with all levels of the organization across the business and engineering organizations
- Work with cross-functional teams to ensure smooth coordination to deliver customer experience as agreed
The must haves:
- Min. 2 years experience
- Experience and a track record in senior program management Social Media environment.
- Excellence in organizational management with the ability to coach a medium-level staff to manage and develop high-performance teams and develop and implement program strategies.
- Strong relationship-building skills and experience working closely across department with executives
- Bachelor’s degree with strong academic performance; M.B.A. or other relevant advanced degree is a plus
- Action-oriented, entrepreneurial, flexible, and innovative approach to operational management
- Ability to deal with uncertainty and fast-changing social media worlds
- Experience with Social media tools and techniques i.e. Hootsuite, brandtology, etc
- Ability to create and maintain good relationship with all types of social media customers
- Analytic and decisive decision maker with the ability to prioritize and communicate key objectives and tactics necessary to achieve organizational goals.
- Strong written and verbal communication skills; a persuasive and passionate communicator with good public speaking skills
- Excellent communication skills with the ability to distil complex issues and detailed analysis into simple, structured frameworks with concrete action plans.
