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:

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  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.
  
  
  
  


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  Brand Sentiment Monitoring:

  
  
  
  
  
  • Conducting social media monitoring to gauge brand sentiment and manage the online reputation effectively.
  
  
  
  


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  Community Forum Moderation:

  
  
  
  
  
  • Moderating content and actively engaging with members on our community forum.
  
  
  
  


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  Issue Reporting:

  
  
  
  
  
  • Identifying trending issues and promptly reporting them to the team leader for resolution.
  
  
  
  


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  Event Social Media Coverage:

  
  
  
  
  
  • Assisting with social media coverage during events, both on-ground and remotely, including platforms like Facebook Live.
  
  
  
  


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  Ad-hoc Projects:

  
  
  
  
  
  • Contributing to ad-hoc projects and tasks related to social media and customer care.
  
  
  
  


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  Content Management:

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

Requirements:

1. 
   

   Social Media Proficiency:

   
   
   
   
   
   • Experience and in-depth knowledge of managing platforms such as Facebook, Twitter, Instagram, YouTube, and LinkedIn.
   
   
   
   


2. 
   

   Multitasking Skills:

   
   
   
   
   
   • Capability to handle 2 to 3 concurrent chat interactions during support.
   
   
   
   


3. 
   

   Social Media Marketing Understanding:

   
   
   
   
   
   • Familiarity with Social Media Marketing concepts is a strong plus point.
   
   
   
   


4. 
   

   Independent Work:

   
   
   
   
   
   • Ability to work independently and demonstrate initiative in handling tasks.
   
   
   
   


5. 
   

   Communication Skills:

   
   
   
   
   
   • Excellent English comprehension and writing skills (SPM or SPTM with at least B grade or Diploma).
   
   
   
   


6. 
   

   Customer Service Experience:

   
   
   
   
   
   • A minimum of 2-3 years of experience in customer service within the telecommunications industry is preferred.
   
   
   
   


7. 
   

   Shift Flexibility:

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

Compensation: RM 2,100-2,400