Customer Service Executive- English and Bahasa

5 months ago


Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Role**:Customer Service Executive

**Timings**:Flexible (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

**Functional Area**:ITES / BPO / Customer Service

**Process**:Voice

Key Skills: Customer Service Bahasa english Social media skills
- **Responsibilities**:
As a Social Media and Community Engagement Specialist, you will play a crucial role in managing all social media interactions to enhance customer satisfaction and brand reputation. Your responsibilities will include:

- **Customer Service Excellence**:

- Addressing customer service issues on various social media platforms, ensuring accurate information is provided, and cases are resolved promptly.
- Engaging customers on social media properties to foster positive interactions, including contests and content sharing.
- **Brand Sentiment Monitoring**:

- Conducting social media monitoring to gauge brand sentiment and manage the online reputation effectively.
- **Community Forum Moderation**:

- Moderating content and actively engaging with members on our community forum.
- **Issue Reporting**:

- Identifying trending issues and promptly reporting them to the team leader for resolution.
- **Event Social Media Coverage**:

- Assisting with social media coverage during events, both on-ground and remotely, including platforms like Facebook Live.
- **Ad-hoc Projects**:

- Contributing to ad-hoc projects and tasks related to social media and customer care.
- **Content Management**:

- Editing, proofreading, and distributing content across multiple channels to maintain a consistent brand voice.

**Requirements**:

- **Social Media Proficiency**:

- Experience and in-depth knowledge of managing platforms such as Facebook, Twitter, Instagram, YouTube, and LinkedIn.
- **Multitasking Skills**:

- Capability to handle 2 to 3 concurrent chat interactions during support.
- **Social Media Marketing Understanding**:

- Familiarity with Social Media Marketing concepts is a strong plus point.
- **Independent Work**:

- Ability to work independently and demonstrate initiative in handling tasks.
- **Communication Skills**:

- Excellent English comprehension and writing skills (SPM or SPTM with at least B grade or Diploma).
- **Customer Service Experience**:

- A minimum of 2-3 years of experience in customer service within the telecommunications industry is preferred.
- **Shift Flexibility**:

- Ability to work rotating shifts, including weekends and public holidays.

**Compensation: RM 2,100-2,400



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