Deskripsi Pekerjaan
Are you a natural communicator with a passion for connecting brands with people? W Talent is seeking a dedicated Social Media Customer Service Representative to join our dynamic team in Bukit Jalil, Kuala Lumpur. In this pivotal role, you will serve as the voice of the brand, managing and nurturing relationships with customers across various digital platforms. You won't just be answering messages; you will be crafting memorable experiences that drive loyalty and satisfaction. We are looking for someone who thrives in a fast-paced environment and can turn challenges into opportunities. Your daily tasks will include monitoring social channels for real-time inquiries, resolving issues with empathy, and collaborating with cross-functional teams to ensure our brand message remains consistent and impactful. If you are ready to grow your career while making a tangible difference in how customers perceive a brand, we want to hear from you.
Tanggung Jawab
- Monitor and respond to customer inquiries across various social media platforms (Facebook, Instagram, LinkedIn, Twitter) in a timely and professional manner.
- Provide exceptional customer service by addressing complaints, feedback, and questions with empathy and a problem-solving mindset.
- Collaborate closely with the marketing and creative teams to align social media responses with the brand's voice and campaign objectives.
- Track and analyze customer feedback and sentiment reports to identify trends and suggest improvements for products or services.
- Assist in the creation of engaging content, community management, and fostering a positive online community atmosphere.
- Maintain a positive online reputation by managing crisis communication effectively and de-escalating tense situations.
- Keep up-to-date with social media trends, tools, and best practices to enhance customer engagement strategies.
Kualifikasi
- Proven experience in customer service, preferably within a social media, call center, or digital marketing environment.
- Excellent written communication skills in English with a strong command of grammar and tone.
- Strong problem-solving abilities and the ability to think on your feet in a fast-paced, high-volume environment.
- Proficiency in using social media management tools (e.g., Hootsuite, Buffer, Sprout Social) and CRM software.
- Ability to multitask effectively, managing multiple conversations and priorities simultaneously without losing attention to detail.
- A friendly, approachable, and professional demeanor with a genuine desire to help others.