JOB SUMMARY
Responsible for manging Air Selangor's digital interaction channels, such as Help Centre, AIRRA and social media accounts. Duties include responding to customers enquiries and complaints by providing meaningful feedback and personalized responses in a timely manner and serving as the main point of contact for the online community to engage with the company through social media, mobile app and web platforms.
KEY DUTIES AND RESPONSIBILITIES
- Responsible in providing meaningful feedback and response for all enquiries / complaints received via digital interaction channels such as Help Centre, AIRRA and social media channels (Facebook, Twitter, Instagram etc.).
- Highlight unresolved cases to Supervisor / Team Lead for urgent action and to ensure all cases are properly closed within the stipulated time.
- Review all social media postings to ensure all appropriate content is displayed and any inappropriate content is removed.
- Ensure knowledgebase / FAQ library are revised and updated based on interactions with and / or input from customers.
- Stay up to date with the latest company's marketing and promotions to ensure the front liners are equipped with the information required in responding to customers.
- Foster & maintain good relationships with customers by providing personalized and positive resolutions in a timely manner.
- Provide customer-related operations support to unit / section / department activities.
- Other duties as needed or required.
Minimum Qualifications
- Bachelor's Degree, Post Graduate Diploma or Professional Degree in any field.
- Minimum one (1) year experience in customer experience / digital communication / complaint management / communication / any related industries
- Experience in customer service would be beneficial
Knowledge
- Good command / highly proficient in spoken and written English and BM. Other languages are added advantage
- Well versed in Microsoft applications (Word, Excel, PowerPoint etc.)
- Ability to effectively use and manage a variety of social media platforms, such as Facebook, Twitter, Instagram etc.
