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.

2. Capable of handling 2 to 3 concurrent chat when doing support.

3. Understanding of Social Media Marketing is a plus point.

4. Ability to work independently and with initiative.

5. 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.

6. Ability to work rotating shifts (including weekends and public holidays)