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Chat Representative

3 months ago

Metro Manila, Philippines KMC Solutions Full time

The role will require the jobholder to provide full support and take responsibility for the day-to-day Community Management (CM) across all client's social media channels i.e. Facebook, Twitter, YouTube, LinkedIn, Instagram,  Chat, WhatsApp, etc., with the aim of providing best-in-class customer experience / engagement on social media.

DUTIES AND RESPONSIBILITIES:

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 +ve feedbackSocial media monitoring around brand sentiment and reputationModerate the content and engage the members on our community forum.Pick up trending issues and report them expeditiously to the team leader.Help with ad-hoc projects and tasks (social media & customer care related)Edit, proofread, and distribute content in a multi-channel environment

SKILLS AND QUALIFICATIONS:

Diploma from an accredited tertiary institution with at least 1-2 years of experience in customer service in the telecommunications industry.Experience and knowledge of Facebook, Twitter, Instagram, YouTube & LinkedIn.Understanding of Social Media Marketing is a plus point.Ability to work independently and with initiative.Excellent English comprehension and writing skills for social media.Emotionally intelligent.Ability to work day shift-rotating shifts (including weekends and public holidays) and be flexible with overtime.Open to temporary wfh after training and nesting period (60 days)