Job title: Social Care Specialist
Job type: Outsource Project
Emp type: Full-time
Industry: Online & E-commerce
Functional Expertise: Administration Customer Services Marketing & Public Relations Others
Pay interval: Monthly
Pay rate from: THB ฿30,000.00
Pay rate to: THB ฿32,000.00
Location: Bangkok, TH
Job published: 2023-09-19
Job ID: 114047
Contact name: Supanut Khunhawijit

Job Description

More than just a recruitment company. At PRTR, we have been a part of our customer's success for 30 years as their total HR solutions partner. With 550 dedicated professionals and over 15,000 outsourced staff, we will continue to carry out our mission to develop a better career, a better life, and a better society, and thrive to become the No.1 people solutions organization in Southeast Asia.

Main Responsibilities

  • Delivering exceptional Social Experience to our passengers, peers & drivers.
  • Providing social media support on all Grab’s owned social media channels within set SLAs and KPIs.
  • Performing outbound calls or investigations for certain cases (if necessary).
  • Completing documentation for each social media interaction.
  • Staying up to date with app promos, incentives, policies, and procedures.
  • Resolving product or service problems by clarifying the user’s complaint; empathizing with the user, determining the cause of the problem; selecting and explaining the best solution to solve the problem; coordinating with various departments for resolution; escalating using escalation procedures if needed and following up to ensure resolution.
  • Striving to meet individual and team key performance metrics.
  • Being able to operate independently and prioritize your work based on what you know is most important.
  • Composing thoughtful and accurate messages or customized prepared responses to customer inquiries on social.
  • Owning special escalation cases, research, and troubleshooting problems delivering on all deadlines and flawlessly executing in a fast-paced environment.
  • Being able to commit permanent night shift roles (11:30 pm - 08:30 am, maximum 5 days/wk), flexible in changing shift schedules, and working during weekends and holidays. 

Qualifications / Screening Criteria

  • Able to communicate in English / Writing and reading is required at the basic level.
  • Minimum 1 year of experience working on social media community management (Facebook, Twitter, and Instagram).
  • Passion for all things social.
  • staying on top of the latest trends, platform updates, as well as local nuances of consumer behavior.
  • Defines opportunities to add value and proceed with little oversight.
  • Strong cultural curiosity and understanding of current trends and tech
  • Creative copywriter.
  • Being up-to-date on local internet lingo is a plus.
  • Be customer/consumer-oriented.