Social Media Community & Support Specialist

Magada Tirta Amerta; Jakarta Pusat; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

PT. MAGADA TIRTA AMERTA is seeking a dedicated Social Media Customer Experience specialist to manage community interactions and provide timely support on company-owned channels.

The role requires empathy, problem-solving, and the ability to coordinate with multiple departments to resolve issues. Candidates should have a D3 diploma and at least 1 year of related experience, with strong English written and spoken skills.

Qualifications

• Min D3 with 1 year of experience in social media/community management.
• Experience in customer service and/or social media.
• Passion for social media trends and platform updates.
• Able to work flexible shifts including weekends and holidays.

Responsibilities

• Deliver exceptional Social Media Customer Experience (including community engagement) to passengers, peers and drivers.
• Provide social media support on Grab's owned channels within set SLAs and KPIs.
• Perform outbound calls or investigations for certain cases if necessary.
• Resolve product or service problems by clarifying user complaints, empathizing, and coordinating resolution with departments.
• Own escalation cases, research and troubleshoot problems to deliver on deadlines in a fast-paced environment.

Skills

Social media management

Customer service

English proficiency

Education

D3 diploma

Job description

PT. MAGADA TIRTA AMERTA is seeking a dedicated Social Media Customer Experience specialist to manage community interactions and provide timely support on company-owned channels.

The role requires empathy, problem-solving, and the ability to coordinate with multiple departments to resolve issues. Candidates should have a D3 diploma and at least 1 year of related experience, with strong English written and spoken skills.