Social Media Customer Experience Specialist

Fit-Hub; Indonesia; Presencial; IDR 89 280 000 - 156 240 000; Tempo integral

Resumo da oferta

KantorKu in Indonesia is seeking a Customer Experience Staff (Social Media) to manage inquiries on Instagram, X, Facebook, WhatsApp, email, and TikTok. You will respond promptly, log interactions, and work with internal teams to resolve issues efficiently.

The role requires 2–3 years in customer care or social media administration, strong communication, empathy, and the ability to work evenings and weekends. Monitor sentiment and CSAT to drive service improvements.

Qualificações

• 2–3 years of experience in customer care or social media administration.
• Strong analytical and problem-solving skills with empathy and professionalism.
• Excellent written and verbal communication, detail-oriented, and capable of a fast-paced environment.

Responsabilidades

• Respond promptly and professionally to customer inquiries and feedback across social channels.
• Handle complaints with a solution-oriented approach while following company policies.
• Log interactions, issues, and resolutions for internal tracking and QA.
• Collaborate with internal teams to resolve customer issues efficiently.
• Escalate complex issues or trends to relevant departments for action.
• Monitor mentions and sentiment to identify opportunities for service recovery or positive engagement.
• Track performance metrics like response time, resolution rate, and CSAT.

Conhecimentos

Customer care

Social media administration

Analytical skills

Communication skills

Problem-solving

Empathy

Attention to detail

Teamwork

Ferramentas

CRM systems

Helpdesk systems

Google Sheets

Descrição da oferta de emprego

KantorKu in Indonesia is seeking a Customer Experience Staff (Social Media) to manage inquiries on Instagram, X, Facebook, WhatsApp, email, and TikTok. You will respond promptly, log interactions, and work with internal teams to resolve issues efficiently.

The role requires 2–3 years in customer care or social media administration, strong communication, empathy, and the ability to work evenings and weekends. Monitor sentiment and CSAT to drive service improvements.