Role Overview
Thisposition is created to maximize total customer satisfaction across all social
media channels. The ideal candidate for this role will be someone with hands on
experience building social communities, increasing online presence, and deep
working knowledge of customer service.

Core Responsibilities
1.Respond to comments concerning support issues made on our social channels in a timely, friendly, and professional manner, to educate and create positive connections with our customer community
2.Manage external review sites to provide follow ups and resolution to customer concerns.
3.Enhance the brand by increasing social media presence;responding to all inquiries in a timely manner.
4.Resolve product or service problems by determining the issue,selecting the resolution and implementing the correction to the customers’satisfaction.
5.Paired with the understanding of our business, product and
service and provide thoughtful, strategic insight regarding customer requests
6.Conduct follow-up with customers to ensure any issues are resolved in a timely manner.
7.Recommend potential products or services to management by understanding customer needs.
8.Marketing and/or customer service support as needed.
9.Other duties as assigned.

Key Qualifications and Experience
1.1+ years in a customer support role, preferably with experienceproviding support via social media
2.Highly proficient in both verbal and written English &Cantonese.
3.Exceptional written communication skills with keen attention to detail
4.Good data analysis and operation ability, and able to independently work out and process all kinds of analysis reports.
5.Sensitive on customer experience, ability to avoid complaint case gets serious. Excellent problem solving ability.
6.Full-Time Bachelor’s Degree or higher
7.preferably with experiences in OTA, travel, hotel, airline business industries
8.Easily adaptable to change in a fast paced, deadline driven environment.
9.Able to work during weekends and public holidays.