CS SOSMED YOGYAKARTA

About the team: The Driver Social Media Community team is an established team responsible for helping our driver’s partner and solving their problems. We also manage all sentiments on social media especially Facebook. We make an impact by finding top issues on the ground, and report to the related stakeholders aiming to give a driver feedback regarding our product/feature/program running

About the Assignment: DSC team is a partner engagement online who is responsible to give a further explanation to the drivers related to Companyproduct, running program, feature, or anything else. You will support problem solving to maintain trust and satisfaction with our partner.

The Core Objectives: 1. Develop and operate social media organizations end to end, including policy, processes (including tools and relevant technologies) to deliver and ensure driver experience as agreed 2. Monitor and analyze driver complaints, sentiment, and trending issues on social platforms. 3. Monitor the problems that drivers report on Facebook channels, and promptly respond to comments or inquiries with explanations and solutions. 4. Oversee the sentiment on Facebook channels and ensure that all member Facebook groups adhere to Facebook group rules. 5. Collaboration with stakeholders to report and resolve any problem which happened on social media.

Essential Experience / Criteria: 1. Minimum 1 year experience in a customer care, preferably in a social media-based environment 2. Bachelor’s degree in any field 3. Strong understanding of social media platforms and best practices. 4. Ability to perform basic data analysis (e.g., spreadsheet formulas, pivot tables, filtering, charting) 5. Ability to create and maintain good relationships with all types of social media customers 6. Excellent communication skills with the ability to distill complex issues and detailed analysis into simple, structured frameworks with concrete action plans. 7. Ability to deal with uncertainty and fast-changing soci