Defy Limits Banner


KMC Work Location: ZETA

Location: Quezon City, Metro Manila

Date Posted: 2022-09-29

Hiring Organization: KMC Solutions | XTN-1F11809

Career Category: Call Center Operations

Job Description

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.
  • 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
  • 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