Job Description

:

• Monitor and Engage: Keep a vigilant eye on various Grab social channels, responding to public posts and private messages with appropriate and timely reactions.
• Gather and Analyze Feedback: Collect insights from diverse audience groups (Users, Passengers, Drivers, Riders, Merchants, etc.), observe front-line issues, and report promptly to the relevant departments.
• Supporting on Marketing Initiatives: Involve in various marketing related tasks, such as Moment Marketing, Proactive Response, and Social Giveaway/Contest campaigns to improve the engagement with our followers.
• Deliver Exceptional Social Support Experience: Provide outstanding social experiences to our passengers, users, riders, merchants and drivers across all Grab\'s owned social media channels within set SLAs and OKRs.
• Stay Informed: Regularly update yourself with Grab\'s latest promotions, incentives, policies, and procedures.
• Resolve Problems Through Coordination: Address product or service issues by understanding the problem, finding the best solution, and coordinating with various departments for resolution. Your ability to be resourceful and provide answers, will be key to be successful in this role.
• Operate Independently and Collaboratively: Capable of working autonomously while effectively coordinating with different departments to resolve issues, demonstrating adaptability and resourcefulness.
• Compose Thoughtful Responses: Craft accurate and empathetic messages or utilize prepared responses to customer inquiries on social media, reflecting our brand\'s voice and values.

Requirements:

• Social Media Savvy: Stay updated on trends, platform updates, and local consumer behavior.
• Empathetic: Show understanding and compassion when addressing customer concerns.
• Bilingual Writing Skills: Write clearly in both English and Malay, adapting style and tone as needed.
• User-Centric: Focus on satisfying app users, riders, and merchants.
• Crisis Management Abilities: Manage high volumes of inquiries and complaints effectively during crises.
• Commit to Shift Work Hours: Available for shifts (7am-4pm & 2pm-11pm).
• Digital Editing Skills: Use Canva and CapCut for basic image and video editing to enhance social media content.
• Creative Copywriting Ability: Craft engaging and original social media content for posts, giveaways, and contests.
• Consumer-Facing Experience: Handle inquiries and feedback effectively, creating positive connections with consumers.

Location: Petaling Jaya, SelangorDuration of the Assignment: 12 monthsHow to Apply:Interested candidates are invited to submit their resume and cover letter to and please include "Social Care Specialist" in the subject line.

Adecco