Social Media Chat Support
2 weeks ago
As a Social Media Chat Support Specialist, you will play a crucial role in providing exceptional customer service to our Korean-speaking users through various social media platforms. Your primary responsibility is to promptly address customer inquiries, resolve issues, and ensure a positive user experience.
**Responsibilities**:
- **Customer Support**:
- Respond to customer inquiries and concerns in a timely and professional manner, utilizing both Korean and English languages effectively.
- Provide accurate and helpful information to customers regarding our products, services, and company policies.
- Resolve customer issues efficiently and effectively, escalating complex cases to relevant departments when necessary.
- Maintain a positive and empathetic attitude towards customers, building trust and fostering loyalty.
- **Social Media Monitoring**:
- Actively monitor our social media platforms for customer messages, comments, and mentions.
- Identify and address any negative sentiment or potential issues promptly.
- Engage with customers in a friendly and informative manner, encouraging positive interactions.
- **Knowledge Management**:
- Stay updated on product features, updates, and company policies to provide accurate and relevant information to customers.
- Contribute to the development and maintenance of knowledge base articles and FAQs.
- **Data Analysis**:
- Track and analyze customer interactions to identify trends and areas for improvement.
- Provide insights and recommendations to enhance customer satisfaction and service quality.
**Requirements**:
- **Fluency in Korean and English**: Excellent written and verbal communication skills in both languages are essential.
- **Customer Service Orientation**: A passion for helping others and a strong commitment to delivering exceptional customer service.
- **Problem-Solving Skills**: Ability to analyze problems, identify solutions, and take appropriate actions.
- **Attention to Detail**: Meticulous and organized approach to work, ensuring accuracy and completeness.
- **Technical Proficiency**: Familiarity with social media platforms and basic computer skills.
- **Teamwork**: Ability to collaborate effectively with colleagues and contribute to a positive team environment.
**Korean Job Description**
**소셜 미디어 채팅 지원**
**역할**:
소셜 미디어 채팅 지원은 당사 소셜 미디어 플랫폼에서 고객의 주요 연락처가 될 것입니다. 고객의 문의에 대해 시기적절하고 정확하며 도움이 되는 응답을 제공하고 문제를 효과적으로 해결해야 합니다.
**책임**:
- **고객 지원**:
- 당사 소셜 미디어 플랫폼에서 고객의 문의 및 메시지에 신속하게 응답합니다.
- 고객 질문에 명확하고 간결한 설명을 제공합니다.
- 고객 문제를 효율적이고 효과적으로 해결합니다.
- 복잡한 문제를 적절한 팀 구성원에게 에스컬레이션합니다.
- **소셜 미디어 참여**:
- 소셜 미디어에서 커뮤니티를 모니터링하고 참여합니다.
- 전문적이고 시기적절한 방식으로 의견과 피드백에 응답합니다.
- 긍정적이고 매력적인 온라인 커뮤니티에 기여합니다.
- **데이터 수집 및 분석**:
- 고객 상호작용을 추적하고 분석하여 트렌드와 패턴을 식별합니다.
- 고객 만족도와 개선 영역에 대한 팀에 피드백을 제공합니다.
**요구 사항**:
- **한국어 및 영어 유창성**: 원어민 한국인으로 우수한 영어 언어 능력(작문 및 구어)을 보유해야 합니다.
- **탁월한 의사소통 능력**: 명확하고 간결하며 전문적인 방식으로 효과적으로 의사소통할 수 있는 능력.
- **문제 해결 능력**: 고객 문제를 효율적으로 식별하고 해결할 수 있는 능력.
- **고객 서비스 지향**: 탁월한 고객 서비스 제공에 대한 열정.
- **소셜 미디어 지식**: 소셜 미디어 플랫폼 및 트렌드에 대한 강력한 이해.
- **기술 지식**: 고객 지원 도구 및 소프트웨어에 대한 친숙함.
Pay: RM2,500.00 - RM10,000.00 per month
**Benefits**:
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Rotational shift
Supplemental Pay:
- Performance bonus
Ability to commute/relocate:
- KL Sentral: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Diploma/Advanced Diploma (required)
**Language**:
- English (required)
- Korean (required)
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