Executive - Social Media

Closing date, 30 November 2017


Division:
Interaction Center

Location:
Selangor

Experience:
2 years

Vacancies:
5
Ensure comments,feedbacks and posts received in Social Media’s is attended within SLA Monitor and track all inquiry and complaints in Social Media’s and ensure it is resolved within stipulated SLA Ensure all comments, feedbacks and posts received in Social Media’s is handled end to end, inclusive of : •Call •Email •Message via Social Media’s •Ticket creation to Service Desk involving escalation cases Providing solution and advise upon diagnosing customer issues based on WiMAX devices, computer devices, any gadgets and Yes 4G services Providing feedback to the relevant department on any latest issues/suggestion highlighted by customers based on the comments, feedbacks and posts trends. Progress of the investigation is constantly updated within the team and to the customers in a timely manner Ensure customers satisfaction is achieved by ensuring their concerns are being entertained within SLA Support the Interaction center operations as and when needed Interested applicant may contact/email 6018-3085609 / andrea.ang@ytlcomms.my
A minimum of 2 years relevant work experience in Call Centre or Social Media industry Passionate about computer peripheral/gadgets and is IT-savvy Basic knowledge on handling and using Social Media (Facebook, Twitter, Instagram,Pintrest,Google Plus and etc) Possess well developed analytical skills which clearly identify and define issues at hand. Works accurately and attention to detail Independent and self motivated with minimum supervision Has empathy for the customers situation Demonstrates a positive and service-oriented attitude. Able to multitask, display traits of resourcefulness, self-motivated and possesses good problem solving skills Ability to deal with difficult situations in a friendly manner and strive to find a speedy and accurate solution Able to work on rotational shifts and long hours, including on weekends/public holidays Willing to travel if required. Able to work well under pressure Able to work well under tight deadlines, sometimes heavy workloads and with a high degree of individual responsibility Wants to delight customers, above and beyond the call of duty Exceptional verbal and written communication skills in English & Bahasa Malaysia.
Additional advantage for below attributes Experience in providing Technical Support Experience in social media monitoring and CRM tools General technical knowledge and hands-on experience with various OS platforms other than Microsoft Windows (e.g. Mac OS X, DOS, Linux) General technical knowledge and hands-on experience with various Social Media’s other than Facebook,Twitter & Instagram (e.g.Pintrest and Google Plus) Verbal and written communication skills in additional language (Chinese&Tamil)
Attends to complaints, inquiry and feedbacks received from Social Media’s (Facebook, Twitter, Instagram,Pintrest,Google Plus and etc)


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