Social Media Care Specialist(Vietnamese Speaking)
1 week ago
Our Client is the customer service center of the world's most famous hotel. This person will handle and resolve guest issues reported through a variety of social media / networking sites, along with research questions and respond to customers.
Shift hours:
7am-4pm
8am-5pm
9am-6pm
【 What you will be doing 】
Social Care
- Review, research, and respond to social messages posted on approved social media platforms for all supported accounts.
- Build and maintain customer loyalty through positive customer engagement and issue resolution with strong attention to ensuring a positive guest experience.
- Collaborate with Social Care teams and other company stakeholders to support the customer engagement process and resolution of customer issues.
- Analyze customer social profiles, loyalty account details, customer history, and reported problems to formulate plans that overcome customer and hotel challenges; make sound and logical decisions based upon each individual situation.
- Handle calls from toll-free lines published on social media sites.
Guest Relations
- Maintain privacy and integrity of guest and associate personal information.
- Address guests' service needs in a professional, positive, and timely manner.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences, and acting on them whenever possible.
Communication
- Communicate with guests and co-workers using clear, appropriate and professional language.
- Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to verify accuracy and completeness.
- ** Requirement**:
- 【 What they are looking for 】
- Possess Diploma in any field.
- Minimum 1 year of related work experience.(Training will be provided)
- Proficient in Microsoft Office.
- Fluent in Vietnamese and English in order to liaise with native Vietnamese customers and customers from other regions.
- Comfortable with shift work.
- ** Working Hour**: 7am-9am ~ 4pm-6pm
- ** Benefit**:
- 【 What they are offering 】
- AWS
- Variable Bonus
- Annual Leave 13days + 1day Birthday Leave
- AIA Insurance
- Panel Clinic
- Medical Reimbursement: 400SGD/year
- Evaluation(2 times/year)
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