Job title: Social Care Specialist
Job type: Permanent
Emp type: Full-time
Industry: Online & E-commerce
Expertise: Others
Salary type: Annual
Salary: Negotiable
Location: Bangkok, TH
Job published: 2021-11-24
Job ID: 98447
Contact name: Natdanai Theangkul

Job Description

Social Care Specialist

Salary: 20K-30K

Work Location: Bangkok (Thanapoom Tower)

Working days,hours: 5 Days/Week, Shift work

Job Description

- Deliver exceptional Social Experience to our passengers, peers & drivers.

- Provide social media support on all Grab’s owned social media channels within set SLAs and

KPIs.

- Perform outbound call or investigation for certain cases (if necessary).

- Complete documentation for each social media interaction.

- Stay up to date with Grab promos, incentives, policies and procedures.

- Resolve 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; coordinate with various departments for resolution; escalating using escalation

procedures if needed and following up to ensure resolution

- Strive to meet individual and team key performance metrics.

- Able to operate independently and prioritize your work based on what you know is most

important.

- Compose thoughtful and accurate messages or customize prepared responses to customer

inquiry on social.

- Own special escalation cases, research and troubleshoot problems Deliver on all deadlines and

flawlessly execute in a fast-paced environment

Qualification

- Minimum 1 year of experience working on social media community management (Facebook,

Twitter and Instagram).

- A fluent English speaker with excellent written skills is mandatory.

- Passion for all things social. - staying on top of the latest trends, platform updates, as well as

local nuances of consumer behaviour.

- Defines opportunities to add value and proceed with little oversight.

- Strong cultural curiosity and understanding of current trends and tech creative copywriter -

Up-to-date on local internet lingo is a plus.

- Be customer/consumer-oriented.