YOUR ROLE
A. Main Objective:
Ensure a seamless, consistent, and positive customer experience across all social media channels by delivering timely, accurate, and professional responses. This role also supports media data collection, analysis, and processing to help the operations team monitor service quality, proactively identify potential issues, and optimize overall performance and campaign effectiveness.
B. Key Responsibilities:
1. Customer Service (80%):
- Proactively engage, consult, and support customers across social media platforms (Facebook, TikTok, Instagram, etc.), ensuring all inquiries are handled promptly.
- Handle customer inquiries based on predefined guidelines, scripts, and SOPs, ensuring consistency in communication and messaging.
- Categorize messages, comments, and interactions into predefined topics to support monitoring, analysis, and operational optimization.
- Monitor and ensure performance KPIs such as SLA (response time) and productivity, contributing to improved customer service quality.
- Compile, analyze, and prepare periodic conversation reports (daily/weekly/monthly) to provide insights for internal teams and clients.
- Proactively suggest improvements to customer service processes to enhance user experience and operational efficiency.
- Develop, update, and optimize FAQs to improve response efficiency and standardize customer communication.
2. Media Data Processing (20%):
- Collect brand/campaign-related data from sources such as Website, Facebook, and YouTube based on predefined keyword sets.
- Analyze and classify information based on sentiment (positive, neutral, negative) to support brand monitoring.
- Monitor and promptly identify negative information, escalating it to relevant stakeholders for timely resolution.
- Input, update, and manage data on Excel and internal systems, ensuring accuracy and supporting monitoring teams in case of urgent issues.
- Prepare daily and monthly reports for clients, ensuring clarity, completeness, and actionable insights.
WHAT ARE WE LOOKING FOR
- Bachelor’s degree in Marketing, Communications, or related fields is preferred.
- Proficient in Vietnamese and able to use English (reading, writing, basic communication).
- At least 1 year of experience in Customer Service or Social Media operations.
- Detail-oriented, patient, and responsible.
- Strong multitasking and time management skills, proactive and result-oriented.
- Able to work independently, self-learn, and adapt well under pressure.
- Excellent verbal and written communication skills, able to convey ideas clearly and effectively.
- Strong analytical thinking and active listening skills to understand customer insights.
- Proficient in Microsoft Office tools (Word, Excel, PowerPoint).
WHAT WE OFFER TO YOU
- Competitive salary and performance-based bonuses.
- Full social, health, and unemployment insurance as per Labor Law.
- A young, dynamic, and friendly work environment.
- Free skill training courses, exciting company trips, and a grand Year-end Party.
- 12 annual leave days + 13th-month bonus based on company performance and your contributions.
- Annual salary review and performance evaluation.
TIME & LOCATION
- Working hours: Monday to Sunday
- Shift 1: 8:00 – 17:00 (Work in office)
- Shift 2: 9:00 – 18:00 (Work in office)
- Shift 3: 13:00 – 22:00 (Work from home)
- One day off per week on Saturday or Sunday, depending on the manager’s shift arrangement
- Workplace: 207/7 Nguyen Van Thu Street, Da Kao Ward, District 1, Ho Chi Minh City.
APPLICATION
- Please send your updated CV to [email protected] with the subject line: “[Position] – Your Full Name”.
Join Prime Commerce to deliver exceptional customer experiences!
