Customer Experience

24 hours ago

Makati City, National Capital Region, Philippines KMC Solutions Full time ₱250,000 - ₱500,000 per year

Make your next big career move by applying as KMC Solutions' next REPUTATION MANAGEMENT SPECIALIST

SOCi, the marketing platform for multi-location brands, is currently looking for an energetic self-starter that possesses exceptional written communication skills, a strong knowledge of social media—in particular, online review networks such as Yelp, Apartment Ratings, Facebook and Google My Business—and a keen attention to detail. The person in this role is responsible for monitoring and responding, in writing, to online reviews on behalf of our top property management and brand clients, in an extremely timely and professional manner. The person in this role will receive communication guidelines regarding specific situations, but the role requires someone who can respond thoughtfully and articulately representing our customers brand, style, tone and general customer care guidelines. The Reputation Management Specialist will work under a Professional Services Manager of Reputation Management and closely with customers and other specialists.

The main responsibilities of a REPUTATION MANAGEMENT SPECIALIST include:

  • Conduct research, document findings and draft thoughtful and articulate responses to customer reviews
  • Use and understand the SOCi reporting suite to ensure that Service Language Agreements are met on a weekly basis
  • Using the SOCi platform, closely monitor and strategically respond to online reviews across various platforms (Yelp, Google My Business, Facebook, Apartment Ratings, etc.), including any reviews that may have been updated or received late in the platform
  • Collaborate with SOCi customers via email and virtual meetings about their reputation management questions and concerns, and be able to provide high-level customer service to critical accounts
  • Attend relevant meetings and update other Reputation Management Specialists, as necessary
  • Perform special projects upon request
  • Be able to bring forward creative solutions and ideas that will help improve the product and the role
  • Ability to be present in-office and work Monday-Friday 11:00PM to 8:00AM MNL

To apply, you must be an expert on the following requirements:

  • Strong customer service background with two or more years of customer-facing experience required
  • Excellent English writing skills are required - including spelling, grammar and punctuation expertise
  • Exceptional attention to detail is required
  • After completing our extensive employee onboarding process, the ability to work independently is required
  • Ability to work in a fast-paced environment is required
  • Must have the ability to maintain focus and execute in a productive, consistent manner
  • Experience in social media marketing, local marketing, reputation management is preferred
  • Strong technical aptitude with platforms such as Facebook, Yelp, Google and others preferred
  • University degree in communications, English, marketing, business, journalism, public relations, or related field is required

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