Social Media (Customer Support), Team Lead

We are looking for a talented Social Media (Customer Support) Team Lead to administer our social media accounts. You will be responsible for responding to followers and resolving customer issues on our Social Media platforms.

As a Team Lead, Social Media (Customer Support), we expect you to have a broad understanding of digital payment operations, payment channels and organizational product knowledge. You should have excellent communication skills and be able to express our company’s views creatively.

Ultimately, you should be able to resolve all customer enquiry and product support issues on our social media channels in a timely and professional manner ensuring customer satisfaction.

Responsibilities

• Resolve customer service-related issues, questions, and concerns as dictated by company policies on both a reactive and proactive basis.
• Respond to customer inquiries and resolve customer issues incoming/outgoing email and telephone, as well as social media.
• Collaborate with other teams, like marketing, sales and customer service to ensure brand consistency, take advantage of cross-selling opportunities and customer behaviour.
• Maintained customer communication, managed expectations and completed all
• necessary follow-up action and monitor customer reviews
• Suggest and implement new features to develop brand awareness, like promotions and competitions
• Stay up-to-date with current technologies and trends in social media, design tools and applications

Requirements

• Good to have Social Media Manager Skills
• Proven work experience as a Social media Support
• 3-5 years of experience handling social media customer support for e-commerce or commercial banks or digital banks
• Knowledge of online marketing channels
• Excellent communication skills
• Analytical and multitasking skills
• BSc degree in relevant field