Social Media Chat Support

3 weeks ago

Brickfields, Malaysia REGENERATION RESOURCES Full time

Job Summary:
Our company is seeking a highly motivated and detail-oriented individual to join our Social Media Support team as a Chat Support Specialist. As a Chat Support Specialist, you will be responsible for providing outstanding customer service and support to our Vietnamese-speaking customers through social media channels. The role requires strong written communication skills in Vietnamese and English, as well as exceptional problem-solving abilities.

**Responsibilities**:
1. Respond to customer inquiries and provide accurate and timely support primarily through chat-based platforms, such as Facebook Messenger and Instagram Direct.

2. Offer customer assistance regarding product information, order inquiries, issue resolution, and general inquiries, always ensuring customer satisfaction and building customer loyalty.

3. Proactively engage with customers on social media platforms, initiating conversations about new products, promotions, and other relevant topics.

4. Collaborate closely with the Social Media Manager and other team members to resolve complex inquiries and ensure a seamless customer experience across all touchpoints.

5. Monitor social media platforms for customer comments, escalating any emerging customer concerns or issues to the appropriate internal teams for further investigation and resolution.

6. Maintain a thorough understanding of company policies, products, and services to accurately resolve customer inquiries and provide up-to-date, factually correct information.

7. Keep accurate records of customer interactions, maintaining a comprehensive log of inquiries, resolutions, and follow-up actions taken.

8. Identify trends and frequently asked questions to create useful and informative resources, such as FAQs or knowledge base articles, to help streamline customer support processes.

9. Stay up to date with social media trends and platform updates, incorporating them into customer support strategies to ensure a consistent brand image.

10. Coordinate with other departments, such as Sales or Marketing, to provide regular reports on customer feedback and insights gathered from social media chat interactions.

Qualifications:
1. Fluency in both written and spoken korean and English is essential.

2. Proven experience in a customer service or similar role, ideally involving chat-based support, social media management, or communications.

3. Exceptional written communication skills in Vietnamese, with the ability to convey complex ideas clearly and succinctly.

4. Strong understanding of social media platforms,ir respective chat-based messaging systems.

5. Solid problem-solving skills and ability to think critically, identifying creative solutions to resolve customer inquiries and issues.

6. Ability to multitask and prioritize effectively, especially during high-volume periods, while maintaining attention to detail and accuracy.

7. Strong interpersonal and customer-oriented skills, with a passion for delivering an exceptional customer experience.

9. Ability to adapt quickly to changing priorities and work in a fast-paced, dynamic environment.

10. Self-motivated and proactive, with a willingness to learn and continuously improve customer support strategies.

Preferred:
1. Experience in the e-commerce industry or with consumer product brands.

2. Familiarity with social media listening and monitoring software.

3. Basic knowledge of HTML and CSS for troubleshooting minor technical issues related to social media platforms.

**Salary**: RM2,500.00 - RM9,500.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Rotational shift

Ability to commute/relocate:

- KL Sentral: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (required)

**Language**:

- Korean (required)

Application Deadline: 09/04/2023

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