Job Description

The Day-to-Day Responsibilities: 1. Monitor and Engage: Keep a vigilant eye on various 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 owned social media channels within set SLAs and OKRs. 5. Stay Informed: Regularly update yourself with 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 in both English and Malay, 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. The Nice-to-Haves: 1. Digital Editing Skills: Proficiency in using tools like Canva and CapCut for simple image and short video editing, enhancing visual content for community engagement posts on social media. 2. Creative Copywriting Ability: Creative flair for crafting engaging and original social media content, including community engagement posts for giveaways, contests, and other community engagement initiatives that resonate with our audience. 3. Consumer-Facing Experience: Proven track record of working directly with consumers, effectively handling inquiries, concerns, and feedback, and demonstrating an ability to create a positive and meaningful connection with the audience across various touchpoints

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