Social Media Professional Full-Time 2024Công Ty TNHH Grab Vietnam

Job Description
Roles & Responsibilities:
From detangling complicated situations to driving better experiences for the end-user, or engaging a social community, you'll be the go-to social expert.
You are encouraged to regularly propose new, unique ways to approach challenges that come along your way in the social space.
You can identify with opportunities to efficiently repurpose existing ideas in new ways. You can critically think beyond the status quo, and balance it with the ability to identify smart and analytical solutions confidently.
You will work in an exciting Social Care team whereby you will work closely with the Social Care manager. You'll be building, maintaining, and owning your relationships with the individuals.
You're expected to represent the company with integrity and professionalism on the social front. Speak passionately and authentically about Grab and our mission.
The Day-to-day Activities
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.
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.
Perform outbound calls or investigations for certain cases (if necessary)
Compose thoughtful and accurate messages or customize prepared responses to customer inquiries on social media.
Own special escalation cases from beginning to end
Deliver on all deadlines and flawlessly execute in a fast-paced environment
Qualifications
Must-have:
Minimum 1 year of experience working on social media community management OR customer services/support on social media channels.
Can commit to work shift rotation (AM: 8:00 - 17:00, PM: 13:00 - 22:00).
Good English communication both written and verbal.
Multi-tasking and adaptive to ad-hoc/changeable tasks.
Nice-to-have
Passion for all things social - staying on top of the latest trends, platform updates, and 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.
Being up-to-date on local internet lingo is a plus.
Be customer/consumer-oriented.
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