Job Description

Get to know the Role: We are seeking a Social Care Specialist with a keen eye for detail and a heart for community engagement. In this dynamic role, you\'ll monitor various company social channels, respond to inquiries, coordinate with different departments, and craft engaging content. Your responsibilities will range from managing social crises to composing thoughtful and accurate messages for giveaways and engagement posts. Your ability to be resourceful and adaptive, especially when answers are not readily apparent, will be essential in this role. If you\'re someone who loves social media and thrives in a collaborative and fast-paced environment, we encourage you to apply. The Day-to-Day Responsibilities: 1. Monitor and Engage: Keep a vigilant eye on various Grab social channels, responding to public posts and private messages with appropriate and timely reactions. 2. 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. 3. Supporting Marketing Initiatives: Involve in various marketing-related tasks, such as Moment Marketing, Proactive Response, and Social Giveaway/Contest campaigns to improve engagement with our followers. 4. 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. 5. Stay Informed: Regularly update yourself with Grab\'s latest promotions, incentives, policies, and procedures. 6. 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 being successful in this role. 7. Operate Independently and Collaboratively: Capable of working autonomously while effectively coordinating with different departments to resolve issues, demonstrating adaptability and resourcefulness. 8. 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. Essential Experience / Criteria: 1. Social Media Savvy: Passion for all aspects of social media, including staying abreast of the latest trends, and updates on various platforms, and understanding the unique local nuances of consumer behavior. 2. Empathetic: Exceptional ability to empathize with customers, displaying understanding and compassion when addressing their concerns and issues. 3. Bilingual Writing Skills: Skilled writer with the ability to articulate thoughts clearly adapting localized style and tone. 4. User-Centric: Committed to putting the needs and preferences of our app users, riders, and merchants at the forefront, ensuring satisfaction and positive engagement. 5. Crisis Management Abilities: Demonstrated capability to handle a sudden influx of inquiries and complaints during a social media crisis, maintaining composure and effectiveness under pressure. 6. Commit to Shift Work Hours: Willing to work in a shift role (7 am - 4 pm & 2 pm - 11 pm), aligning with the team\'s needs.

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