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Social Media Relations Executive

Date: 12-Jun-2019

Location: Singapore, Singapore

Company: Singtel


  • Point of contact for customers who channelled their feedback via means of Facebook, Twitter, and any other (social) media related channel/platform. 
  • Provide a consistent and appropriate voice for the company in the social media sphere in a timely manner.
  • Maintain awareness of customer needs through regular contact and by taking actions that are tailored to the customers’ requirements. 
  • Communicate politely and timely with customers including but not limited to Facebook, Twitter, SMS, Email, letter and telephone calls. 
  • Co-ordinate with the relevant stakeholders to investigate and respond to customers in a timely manner. 
  • Provide effective service recovery in addressing customer’s needs by ensuring compliance to service recovery procedures and minimizing costs through corrective actions.
  • Develop strong business relationships with all stakeholders to ensure the appropriate delivery and communication of processes improvement. 
  • 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. 
  • Keep abreast of developments and changes in products, services, policies and procedures by reading pertinent journals, attending briefing/meetings and courses. 

The ideal candidate should have/be:

  • A Diploma in any discipline with credit in English
  • 3 years relevant working experience in a fast-paced environment and service industry
  • Proficient in Microsoft Office applications 
  • Possess strong customer service orientation and proven excellent customer service skills 
  • Demonstrate ability to interpret customer needs correctly
  • Possess politeness, confidence, tact, patience, politeness, and diplomacy while dealing with complex problems and irate customers 
  • Possess a good work attitude and must be meticulous, organized, reliable and able to handle work pressure well 
  • Ensuring a positive customer experience, providing regular updates and clarification.
  • Independent and able to work under minimal supervision. 
  • Pleasant disposition and warm personality 
  • Effective interpersonal skills. Able to relate well to people at all levels 
  • Willingness to learn 
  • Adaptability to change and willing to work on shift 
  • Possess strong command of written and spoken English
  • Solutions-oriented approach and strong communication skills
  • Must be an excellent communicator in engaging internal and external stakeholders 
  • Ability to work independently and collaborate with others as required to achieve desired objectives

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