Shift Leader Social Media

customer service | Dipost 8 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 AN SUPERVISOR, YOU WILL:<ul><li>To manage and supervise social media inquiries and complaints handling process in twitter, facebook, webchat, mailing list, blog, etc.delivered within specified SLA and escalation level based on <i>Social Media Customer</i> priority level to improve customer satisfaction level, wider spread of positive mention/comment and word of mouth via social media, and maintain customer loyalty through effective social media customer handling</li><li>Ensure social media customer’s inquiry and complaint with delivered within specified SLA and with “social media language” and treatment i.e. Customer expectation to that request, gather all data required for case resolution via direct message/specific complaint form/direct phone calls</li><li>Ensure availability of &nbsp;updated resolution based on e-knowledge, empowerment guidelines and tools/system support in supporting socmed tools</li><li>For Non OCR Case, 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>For certain customer in high priority level, to ensure regular update on case progress to maintain customer expectation and reduce negative word of mouth effect to Grab in social media is properly provided</li><li>To monitor complaint and inquiry resolution rate and trends in social media</li><li>Recruit and oversee the Social Media Team, ensuring a superior quality of communication and project delivery is provided at all times</li><li>Coordinate the planning of social media campaigns, ensuring customer acquisition and supporting monetization across the company’s portfolio</li><li>Act as the advocate of social media integration within the Company, influencing overall site and business strategies</li><li>Provide insights, benchmarks and analyse data provided by the Social Media Team, to inform company-wide decision-making and commercial campaign targets are met</li><li>Ensure adherence to budget</li><li>Work with cross-functional teams to ensure smooth coordination&nbsp;to deliver customer experience as agreed</li><li>Managing the team properly in term of skill and behaviour</li></ul><br>AS OUR IDEAL CANDIDATE, YOU HAVE:<ul><li>3-5 years&nbsp;experience</li><li>University background (S1) from any discipline, preferably Engineering / Statistics / Economics with at least 3– 4 years working experience in Telco Industry, FMCG, e-commercewith sufficient knowledge in Social Media Strategy, Interaction/Language, and Social media community behaviour</li><li>Action-oriented, , 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>Strong written and verbal communication skills; a persuasive and passionate communicator with good public speaking skills</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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