Social Media Analyst (Makati City, Makati City, PH)
Work Setup: Fully Remote
Location: Makati, Metro Manila, Philippines
Summary
Respond to consumer questions and complaints via social media while also generating data reports as requested.
Major Duties/Responsibilities
- Respond to consumers who contact us via social media within our two-hour SLA window.
- Apply existing categorizations to inbound messages from consumers within our social media monitoring platform Sprinklr.
- Enter relevant consumer data obtained via social media into our case management system Astute.
- Resolve consumer issues according to existing Consumer Relations procedures.
- Add and/or edit information in Sprinklr as needed to keep the system up-to-date.
Other Applicable Scope Defining Dimensions
- Work with brand leaders to pull relevant data within the requested parameters across platforms in a timely manner.
Knowledge, Skills & Abilities
- Knowledge of standard or general customer service practices.
- Knowledge of prominent social media platforms and how they function both publicly and privately.
- Ability to work quickly and reliably with little oversight.
Minimum Education and Experience Requirements
Education: Bachelor’s degree in Communications, Business Administration, Marketing, PR or English.
Experience
- Must have 2 to 4 years of experience in a customer service role.
- Must have previous experience with social media customer service
- Must be amenable to a full night shift schedule from 8pm to 5am.