As SOCIAL MEDIA OFFICER (CHAT SUPPORT) will be in charge of the following responsibilities:

Guest Feedback Collation

• Search different sources and channels of communication - email, SMS, chat, call, social media and word-of-mouth--to check Guest Feedback.
• Communicate with the guests according to scripts designed by the Social Media Manager and comply with policies and procedures of Social Media Team and other Departments.

Guest Feedback Handling and Resolution

• Receive and clarify the guest’s feedback from different sources and channels used by Shakey’s.
• Provide initial response (within 12 hours) and call back for guest feedback acknowledgement.
• Document all communications with guests and other parties concerned.
• Assist in the investigation to determine root cause of guests’ problems and coordinate with involved parties for appropriate action.
• Ensure timely feedback resolution by giving recommendations of best possible solution, following-up and/or escalating to immediate managers or directors if necessary.
• Facilitate guest recovery activities (e.g. compensation) according to set standards, if needed.
• Anticipate and address guest needs online and guide them how to do it offline as well.

Reports Creation

• Provide inputs and necessary assistance to the Social Media Manager in the preparation of weekly and monthly reports.

Qualifications:

To apply for the role, here are the requirements:

• At least 2 years experience in Restaurant Industry and/or Customer relationship management related work.
• Graduate of any 4-year course
• Adept in the use of Microsoft Office Word, PowerPoint, and Excel. Must also be familiar with Photoshop, Google Analytics, Facebook, Instagram, YouTube, Twitter, and LinkedIn, with innate copywriting skills.
• Knowledgeable in Market and industry knowledge, Data Analytics, CRM systems, marketing campaigns, business recovery planning, emergency/incident response plans, data management protection and disclosure approaches, continuity of operations plans, Call Center Operations Standards, Call Center Infrastructure, Social Media Management, Guest Service Management Standards
• Adaptable, careful, responsible, assertive, people-oriented, productive, resourceful.

Please click apply and we will let you know the next steps should you be fit for the role.

For more information about our openings and events, please follow us on LinkedIn: Shakey's Pizza Asia Ventures, Inc.

Please refer to job description.