Manager -customer Service

6 days ago

Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Role**:Manager -Customer Service

**Timings**:Flexible (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

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

**Process**:Voice

Key Skills: Communication Customer Relations Customer Service Bahasa english Customer Management BPO Voice Process Communication Skills Customer oriented BPO Skills BPO Call center good communication skills International BPO BPO/ITES
- **Urgent hiring for Customer Service Representative**

**_Responsibilities include:_**
- Handle all social media interactions including:

- Helping customers with their service issues, providing accurate information and ensuring closure for all cases, including those escalated outside of the team.
- Engaging customer on our social media properties (contests, content, etc) to drive positive feedback
- Social media monitoring around brand sentiment and reputation
- Moderate the content and engage the members on our community forum.
- Pick up trending issues and report them expeditiously to the team leader.
- Help with social media coverage of events (e.g. Facebook Live) on-ground or remotely.
- Help with ad-hoc projects and tasks (social media & customer care related)
- Edit, proofread, and distribute content in a multi-channel environment

**_Requirement:_**
- Experience and knowledge of Facebook, Twitter, Instagram, YouTube & LinkedIn.
- Capable of handling 2 to 3 concurrent chat when doing support.
- Understanding of Social Media Marketing is a plus point.
- Ability to work independently and with initiative.
- Excellent English comprehension and writing skills (SPM or SPTM with at least B grade or Diploma) with at least 2-3 years of experience in customer service in the telecommunications industry preferred.
- Ability to work rotating shifts (including weekends and public holidays)

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