Customer service social media (Facebook, Twitter, Instagram)

The Core Objectives:

1. Deliver exceptional Social Media Customer Experience (including community engagement) to our passengers, peers & drivers.

2. Provide social media support on all company owned social media channels within set SLAs and KPIs.

3. Perform outbound call or investigation for certain cases (if necessary)

4. Resolve product or service problems by clarifying the user’s complaint; empathizing with the user, determining the cause of the problem; selecting and explaining the best solution to solve the problem; coordinate with various departments for resolution; escalating using escalation procedures if needed and following up to ensure resolution

5. Compose thoughtful and accurate messages or customize prepared responses to customer inquiry on social.

6. Own special escalation cases, research and troubleshoot problems Deliver on all deadlines and seamlessly execute in a fast-paced environment

7. shift schedules and work during weekends and holidays.

Essential Experience / Criteria:

1. Min D3 graduated with 1 year of experience working in social media community management (Facebook, Twitter and Instagram)/ have experience in Customer Service and/or in Social Media

2. Passion for all things social - staying on top of the latest trends, platform updates, as well as local nuances of consumer behavior 3. Define opportunities to add value and proceed with little oversight & supervision

4. Strong cultural curiosity and understanding of current trends and tech related issues.

5. Up-to-date on local internet lingo is a plus

6. Able to comprehend English both in writing and speaking

7. Customers/Consumers/partners' oriented