CE Social Media Associate

customer service | Dipost 10 bulan yang lalu


Industri : internet

Fungsi : customer service


<div>Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.&nbsp;</div><div>&nbsp;</div><div>Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.</div>


IN YOUR ROLE AS CE SOCIAL MEDIA EXECUTIVE, YOU WILL:<ul><li>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.&nbsp;</li><li>Setup, &nbsp;develop,&nbsp; 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 &nbsp;attributes. </li><li>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</li><li>Coordinating with stakeholders across the Company to ensure the social media channel &nbsp;effectiveness and ensure the adoption of relevant social media techniques into all of the company’s products and services.</li><li>Monitor complaint and inquiry resolution rate and trends in social media.</li><li>Manage the team to ensure timely escalation &amp; follow-up to back-end within specified SLA based on case type and priority level are properly in place</li><li>Lead, coach, develop, and retain high-performance team member with an emphasis on developing capacity in operation excellent, KPI achievement, and program budgeting</li><li>Identify and mapping team member capability and coordinate with training department to fulfil&nbsp; the team member’s gap via training programs and retreats to expand the capacity of all staff</li><li>Find effectives strategies to improve operational performance and customer satisfaction</li><li>Develop a deep understanding of Grab’s business operations, including internal processes, technical infrastructure, in collaboration with across department team</li><li>Ensure adherence to budget</li><li>Build strong relationships with all levels of the organization across the business and engineering organizations</li><li>Work with cross-functional teams to ensure smooth coordination&nbsp; to deliver customer experience as agreed</li></ul><br>AS OUR IDEAL CANDIDATE, YOU HAVE:<ul><li>Min. 2 years&nbsp;experience</li><li>Experience and a track record in senior program management Social Media environment. </li><li>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.</li><li>Strong relationship-building skills and experience working closely across department with executives</li><li>Bachelor’s degree with strong academic performance; M.B.A. or other relevant advanced degree is a plus</li><li>Action-oriented, entrepreneurial, flexible, and innovative approach to operational management</li><li>Ability to deal with uncertainty and fast-changing social media worlds</li><li>Experience with Social media tools and techniques i.e. Hootsuite, brandtology, etc</li><li>Ability to create and maintain good relationship with all types of social media customers</li><li>Analytic and decisive decision maker with the ability to prioritize and communicate key objectives and tactics necessary to achieve organizational goals.</li><li>Strong written and verbal communication skills; a persuasive and passionate communicator with good public speaking skills</li><li>Excellent communication skills with the ability to distil complex issues and detailed analysis into simple, structured frameworks with concrete action plans.</li></ul><br>PEOPLE IN THE OFFICE SAY:<ul><li>Adhitya Lestary, Customer Service - “Grab is more than a workplace. When you work at Grab, you will find your new family, and have an inspiring team like what I have. I feel very inspired communicating everyday with our passengers and drivers, lending them support whenever they need our help. This is my passion and I love to work in this amazing company!”</li><li>Arqyreqta Lukman, Loyalty and Retention -“In Grab I feel a warm &amp;amp; friendly work atmosphere that nurtures the passion of our daily engagements. Grab taught me how to deal with our stakeholders in a way I’ve never done before, pushing me out of my comfort zone. I know there's a lot more to learn, and I am looking forward to the challenge!”</li></ul><br>OUR PERKS:<ul><li>Learn a new language - Meet and befriend our regional family members across Southeast Asia!</li><li>Meet a diverse group of young professionals - Our GrabFamily members consist of young, exuberant, and passionate people who have a diverse spectrum of interests. To put it bluntly, we definitely ain’t a boring bunch!</li><li>Make an actual difference - You will not only be changing the way people move but the lives of everyday people.</li><li>Casual Fridays everyday! - That’s right, your skinny jeans and those Converse sneakers can be worn everyday.</li><li>Learn and work with the best! - Rub shoulders with some of the most talented head honchos in the industry and learn invaluable experiences from them!</li></ul>

Keahlian yang dibutuhkan

Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.


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