Executive, Social Customer Management
2 weeks ago
**Job Title**:
- Executive, Social Customer Management
**Reports To**:
- Assistant Manager, Social Customer Management
**Role Purpose**:
- Track and monitor vendor management and provide support to the social customer
ecosystem in order to uphold the highest standard of customer service.
- Comprehend customer inquiries and provide timely, accurate, and high-quality responses
via appropriate channels in response to vendor and customer feedback.
- Responsible for taking corrective measures to address any issues about processes,
products, or services within the social customer ecosystem.
- Recognise and address customer concerns in close collaboration with internal and
external stakeholders.
- Proactively monitor social content and sentiment to mitigate the escalation of any
potential risks that may affect the brand.
Key Accountability
- Serve as the support team for escalation from the vendor, providing expert guidance and
support to the social media & live chat team on matters concerning product, reservation
and ticketing, and service-related issues.
- Evaluate customer enquiries and concerns within the business units internally, working
with cross-functional teams to develop a resolution.
- Oversee the social media and live chat team, ensuring that all customer enquiries and
concerns are addressed in a timely and professional manner.
- Manage vendor relationships, ensuring all vendors meet the company's expectations and
deliver high-quality products and services.
- Oversee and ensure that critical communications and information dissemination for social
customer support are executed promptly, and accurately in both routine and crises.
- Analyse customer feedback and data to identify trends and areas for improvement.
- Collaborate with cross-functional teams to develop and implement new initiatives and
programs to enhance the social customer care experience.
- Any other tasks and responsibilities that management may periodically assign.
**Operational Requirements**:
- Provide assistance and oversight of all social customer care support requirements
around the clock, ensuring promptness, precision, and courtesy in how we conduct
ourselves.
- Oversee and maintain daily communications with the vendor and internal team regarding
operational matters, with a particular focus on significant incidents or crises.
- Collaborative efforts with stakeholders and business units to address concerns,
grievances, KPI/SLA adherence, and quality concerns that may be reported through
social media platforms.
- Foster active involvement and bring to the attention of business partners any emerging
concerns regarding quality and productivity challenges to resolve them and assure
seamless customer service through social media platforms
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