**Reports To**:- Assistant Manager, Social Customer Management**Role Purpose**:- Track and monitor vendor management and provide support to the social customerecosystem in order to uphold the highest standard of customer service.- Comprehend customer inquiries and provide timely, accurate, and high-quality responsesvia appropriate channels in response to vendor and customer feedback.- Responsible for taking corrective measures to address any issues about processes,products, or services within the social customer ecosystem.- Recognise and address customer concerns in close collaboration with internal andexternal stakeholders.- Proactively monitor social content and sentiment to mitigate the escalation of anypotential risks that may affect the brand.Key Accountability- Serve as the support team for escalation from the vendor, providing expert guidance andsupport to the social media & live chat team on matters concerning product, reservationand ticketing, and service-related issues.- Evaluate customer enquiries and concerns within the business units internally, workingwith cross-functional teams to develop a resolution.- Oversee the social media and live chat team, ensuring that all customer enquiries andconcerns are addressed in a timely and professional manner.- Manage vendor relationships, ensuring all vendors meet the company's expectations anddeliver high-quality products and services.- Oversee and ensure that critical communications and information dissemination for socialcustomer support are executed promptly, and accurately in both routine and crises.- Analyse customer feedback and data to identify trends and areas for improvement.- Collaborate with cross-functional teams to develop and implement new initiatives andprograms to enhance the social customer care experience.- Any other tasks and responsibilities that management may periodically assign.**Operational Requirements**:- Provide assistance and oversight of all social customer care support requirementsaround the clock, ensuring promptness, precision, and courtesy in how we conductourselves.- Oversee and maintain daily communications with the vendor and internal team regardingoperational matters, with a particular focus on significant incidents or crises.- Collaborative efforts with stakeholders and business units to address concerns,grievances, KPI/SLA adherence, and quality concerns that may be reported throughsocial media platforms.- Foster active involvement and bring to the attention of business partners any emergingconcerns regarding quality and productivity challenges to resolve them and assureseamless customer service through social media platforms
