Key responsibilities:
- Monitor various company communication channels especially social media and respond appropriately in a timely manner.
- Gather feedback from all parties (Passenger, Driver, Merchant, etc.), observe front-line issues such as booking cancellation reasons, etc. and report promptly to supervisor
- Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etc.
- Perform on Marketing roles e.g. Moment Marketing and new opportunity to create awareness and brand love.
- Deliver exceptional Social Experience to our passengers, peers & drivers.
- Provide social media support on all company's owned social media channels
- Perform outbound call or investigation for certain cases (if necessary)
- Complete documentation for each social media interaction.
- Stay up to date with company's promos, incentives, policies and procedures.
- Resolve product or service problems by clarifying the user's complaint
- Compose thoughtful and accurate messages or customize prepared responses to customer inquiry on social media.
- Own special escalation cases, research and troubleshoot problems Deliver on all deadlines and flawlessly execute in a fast-paced environment
- Able to commit to a permanent night shift role (1100pm-800am at least 5 days/wk), flexible in changing shift schedules and work during weekends and holidays.
- Shift rotation from mon to sun (8 AM till 5 PM 1 PM till 10 PM) - Working 5 days per week
Qualifications
● 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.
● Strong cultural curiosity and understanding of current trends and tech.
● Creative copywriter.
● Customer/consumer-oriented.
● Fluent in English (Speaking/Writing)
