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Messaging / Social Media Lead (Chat/Email Support Team Lead)

KMC Solutions
Quezon City Fulltime 94

Functional overview

  • The role will require the jobholder to develop overall channel strategy, execute programs to delivery of CXP objectives and build and maintain a relationship with online personalities and influencers. Must provide full support and take responsibility for the day-to-day Community Management (CM) across all client's social media channels i.e. Facebook, Twitter, YouTube, LinkedIn, Instagram, etc., with the aim of providing best-in-class customer experience / engagement on social media.

Duties and Responsibilities

  • Degree/Diploma from an accredited tertiary institution with at least 4 years of experience in customer service in the telecommunications industry preferred.
  • Must have at least 2 years of experience managing a team.
  • Experience and knowledge of Facebook, Twitter, Instagram, YouTube & LinkedIn.
  • Understanding of Social Media Marketing / engagement.
  • Ability to work independently and with initiative.
  • Excellent English comprehension and writing skills for social media.
  • Emotionally intelligent.
  • Work from home set up during pandemic.

Minimum Qualifications

  • Lead, plan and manage a team to handle all social media interactions.
  • Helping customers with their service issues, providing accurate information and ensuring closure for all cases, including those escalated outside of the team.
  • Engaging customer on our social media properties (contests, content, etc) to drive +ve feedback.
  • Social media monitoring around brand sentiment and reputation.
  • Manage the reports necessary to show growth and performance of the team.
  • Interact with customers and meet their needs.
  • Build and maintain a relationship with online personalities and influencers.
  • Identify threats and opportunities in user generated content surrounding our brand of service, defend and effectively sway online temperature and sentiment.
  • Roll-out trainings as necessary.
  • Moderate the content and engage the members on community forum.
  • Pick up trending issues and provide reports to respective teams for analysis.
  • Handling disputes or escalations.
  • Help with ad-hoc projects and tasks (social media & customer care related).
  • Edit, proofread, and distribute content in a multi-channel environment.
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