Officer - Social Media

Role Purpose:

To conduct social media-related activities by handling customer feedback and complaints, conducting 1st level support, and channeling 2nd level support, queries, and requests to relevant Line of Business Call Center team.

Social Media Operations:

• to messages and mentions through social media platforms, and interact with all customers in a friendly and courteous manner as per the customer service scripts set by Customer Service Planning and QA
• in an active conversation with current or potential customers, identify needs, and confirm or clarify information.
• in handling requests from the Marketing team (i.e., collecting data, communicating with the winners, etc.) o Conduct customer 1st level support by answering their inquiries (through WhatsApp, Twitter).
• 2nd level support, queries, and requests to be shared with the relevant LoB Call Center team as it would require specific.

LoB knowledge to provide support or resolve issues.

Monitoring and Improvement:

• training on LoBs and products to increase knowledge.
• customer feedback and complaints and develop complaints/satisfaction reports.
• underperforming areas and support in the development of improvement opportunities.

Internal Stakeholders: Customer Care, Line of Business, and Social Media Operations

External Stakeholders: Customer

Education:

A bachelors degree in business, Marketing or equivalent is required.

Knowledge and Experience:

0 -1 year