Job Purpose:
As a Social Media Admin (Customer Service), your primary responsibility is to manage customer interactions on our social media channels, ensuring timely and accurate responses to inquiries, complaints, and feedback. You will act as the face of EIGER on platforms like Instagram, Facebook, and Twitter, providing helpful solutions and maintaining positive customer relationships. Your efforts will play a key role in enhancing customer satisfaction and ensuring the best possible experience with our brand.
Key Responsibilities:
- Customer Support via Social Media: Monitor EIGER’s social media accounts, responding to customer inquiries, comments, and messages in a timely and professional manner. Provide accurate information, solve problems, and ensure customer issues are resolved quickly.
- Engage with Customers: Actively engage with customers on social platforms by addressing their concerns, thanking them for their feedback, and responding to positive interactions. Keep the conversation alive and ensure our community feels valued and heard.
- Stay Updated on Products & Policies: Continuously update your knowledge of EIGER products, promotions, and policies to provide accurate and up-to-date information to customers.
- Escalate Issues: Identify and escalate complex or unresolved customer issues to the relevant internal teams, such as technical support or product departments, while ensuring proper follow-up until resolution.
- Maintain Brand Voice: Ensure that all communications follow EIGER’s brand tone and guidelines. Provide clear, friendly, and solution-oriented responses in line with our brand values and mission.
- Documentation: Keep detailed records of customer interactions, transactions, comments, and complaints. Ensure that all information is accurately entered into the customer service database.
- Proactively Monitor Feedback: Keep an eye on social media trends, feedback, and customer sentiment to identify opportunities for improvement and potential issues that need addressing.
What you will Need to Succeed :
- Previous experience in fast paced customer service, especially via social media, is a plus.
- Familiarity with social media platforms (Instagram, Facebook, Twitter) and digital customer service tools.
- Empathy, patience, and a positive attitude when dealing with customers.
- Excellent communication and writing skills in English and Bahasa Indonesia.
- Strong problem-solving abilities with a customer-first mindset.
- Detail-oriented and able to manage multiple conversations simultaneously.
- Ability to work in a shift-based schedule, including weekends and holidays.
- Work from Office in PT Eigerindo MPI Head Office
Equal Opportunity Employer :
At EIGER, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file.
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