Monitor and manage public customer feedback and sentiments, across social media, app reviews, Google Business profile and other public platforms through social listening
Support engagement efforts across multiple regions, balancing a consistent brand voice with localized needs.
Provide multilingual support for effective communication with diverse audiences, and address customer inquiries and concerns empathetically
Be the point of contact for customers who channelled their feedback via any social media channel/platform. Co-ordinate with the relevant stakeholders to investigate, while communicating politely and timely with customers for reputation management
Provide effective service recovery in addressing customer's needs by ensuring compliance to service recovery procedures and minimizing costs through corrective actions
Maintain and update customer support content and FAQs for accuracy and localization
Analyze customer sentiment and trends, and prepare regular reports on customer feedback, engagement metrics, and competitive positioning.
Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department
Collaborate with internal teams to improve support workflows and customer satisfaction based on feedback trends. Develop strong business relationships with all stakeholders to ensure the appropriate delivery and communication of processes improvement
Support the development of customer service tools by sharing insights and participating in testing and feedback cycles.
Use AI-assisted tools to enhance support quality and efficiency where appropriate.
Requirements
Minimum 2 years of experience in customer support or community management, preferably in multi-region roles
Proven track record in managing public-facing support channels
Exceptional communication and problem-solving skills, with a strong emphasis on empathy and customer-centricity
Proficiency in a 2nd language such as Mandarin and/or Bahasa Melayu is highly preferred to support diverse customer bases
Comfortable working with AI-powered tools to enhance support efficiency and consistency
Highly analytical and detail-oriented, with the ability to translate customer feedback into actionable improvements
Thrives in fast-paced environments, maintaining quality and accuracy under pressure
