Social Media/Community Engagement Executive

3 days ago


Singapore Atome Full time

About Atome Financial Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn’s 2023 Top Singapore StartUps list with over 1,400+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities. Atome Financial operates in 5 ASEAN markets (Singapore, Malaysia, Indonesia, Philippines, and Thailand). We have 3 key products: Atome BNPL: A leading buy now pay later brand in ASEAN and partners over thousands of online and offline brands Atome Card: A paylater anywhere card. Kredit Pintar: A leading Indonesia digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK). Our culture is built on values that are core to who we are and what we stand for: We foster an INNOVATION mindset We achieve results with EFFICIENCY and excellence We take pride in the QUALITY of our work We uphold INTEGRITY in all we do We embrace COLLABORATION to work across business lines and borders Responsibilities 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. 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. #J-18808-Ljbffr



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