Officer - Customer Response Management

Job Description

Job Requirements :

* Ensure all social media posts are handled in an efficient, expedient and customer focused manner via brand embassy  

* Ensure all social media channels are added to the listing process daily, and all required posts are duty responded too

* Ability to maneuver through various systems to provide customer resolution 

* Prepare and maintain monthly KPI dashboard to be presented to the management 

* Compile data as and when required to support process/operational improvements

* Moderate the communicate connect page by reviewing all queries & comments 

* Contribute to the achieving of socially devoted status by actively engaging with posts

* Monitor and maintain advocate responses and reward them on monthly basis 

* Organise training programs for new & existing advocates as and when required 

* Contribute to ad-hoc projects as and when required 

- Candidate should posses excellent command in both written and spoken English/Sinhala

* Displays professionalism and with a positive attitude 

* Willingness to take new responsibilities   

* Reliability : follow a logical, analytical approach to business conversations

* Willingness and ability to work roster basis.