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Social Media Team Leader

3 months ago

Manila, National Capital Region, Philippines KMC Solutions Full time

The role will require the jobholder to develop overall channel strategy, execute programs to delivery of CXP objectives and build and maintain a relationship with online personalities and influencers. Must 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, etc., with the aim of providing best-in-class customer experience / engagement on social media.

DUTIES AND RESPONSIBILITIES:

Lead, plan and manage a team to handle all social media interactionsHelping 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 reputationManage the reports necessary to show growth and performance of the teamInteract with customers and meet their needs.Build and maintain a relationship with online personalities and influencersIdentify threats and opportunities in user generated content surrounding our brand of service, defend and effectively sway online temperature and sentiment.Roll-out trainings as necessaryModerate the content and engage the members on community forum.Pick up trending issues and provide reports to respective teams for analysisHandling disputes or escalationsHelp with ad-hoc projects and tasks (social media & customer care related)Edit, proofread, and distribute content in a multi-channel environmentSKILLS AND QUALIFICATIONS:Degree/Diploma from an accredited tertiary institution with at least 4 years of experience in customer service in the telecommunications industry preferred.Must have at least 2 years of experience managing a team.Experience and knowledge of Facebook, Twitter, Instagram, YouTube & LinkedIn.Understanding of Social Media Marketing / engagementAbility to work independently and with initiative.Excellent English comprehension and writing skills for social media.Emotionally intelligentTelco Experience: Background in the telecommunications industry, including familiarity with its products, services, and customer service requirement