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Social Media Manager, Contact Centre

Posted on Jan. 10, 2025 by OCBC Bank

  • Full Time

Social Media Manager, Contact Centre

Social Media Manager, Contact Centre - (2500001K)


Key Responsibilities:

  • Team Leadership:
    • Manage, mentor, and develop Social Media Executives, providing guidance and support in their day-to-day activities and ensure delivery of set Key Performance Indicators (KPIs)
    • Foster a collaborative team culture that encourages creativity and professional growth.
    • Identify knowledge gaps/ training needs through day-to-day team operations and observations
    • Disseminate information to team members to ensure accurate and updated policy and information is conveyed to customers.
  • Customer Engagement:
    • Oversee Contact Centre customer engagement across various social media platforms (e.g., Facebook, Instagram, X, Google Play Store).
    • Monitor social media channels for customer inquiries, feedback, and trends, ensuring timely and effective responses.
    • Ensure that all content adheres to the bank's brand guidelines and regulatory requirements.
  • Analytics & Reporting:
    • Prepare regular reports on social media performance and provide insights for continuous improvement.
  • Collaboration:
    • Work closely with other teams and departments (e.g., Group Brand Communications, Product Managers, Process Design, Risk & Compliance) to ensure a cohesive approach to customer engagement.
  • Trend Monitoring:
    • Stay updated on social media trends, tools, and best practices to ensure the bank remains at the forefront of digital engagement.
    • Identify opportunities for innovative social media initiatives that enhance customer experience.
  • Assignment of account servicing related social media cases to Customer Service Executives
  • Provide customers’ feedback to respective business partners to improve customer experience
  • Introduce and educate customers on the self-service/ automated banking channels
  • Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank
  • Support ad-hoc projects as assigned.
Qualifications
Job Requirements
  • Has a passion for service and enjoy engaging on social media platform. Previous service and social media experience will be an advantage
  • Good Team Player
  • Able to work in a fast-paced and demanding environment
  • Able to do shift work (24/7)
  • Minimum Diploma with work experience in customer service, social media environment or a Degree
  • Technically savvy
  • One needs to have knowledge in social media tools and techniques

Primary Location: Singapore

Job: Customer Service Executive

Organization: Service Channels & Transformation

Schedule: Permanent

Job Posting: 09-Jan-2025, 7:34:11 PM


Advertised until:
Feb. 9, 2025


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