Job Responsibilities

  • Create and review the customer handling script for several communication channels (chat, email, message center, and social media) as a guideline for the customer services agent
  • Develop the language style guide for the customer operations team to align with Traveloka's brand identity
  • Develop an online and social media support program and strategy based on the brand direction (including channel engagement strategy, social media tone and style, personality, and agent empowerment plan)
  • Lead and oversee customer support operations on online and social media across markets
  • Ensuring that customers' inquiries are promptly responded to with engaging responses 
  • Keep a pulse on conversation and trends in the online and social media 
  • Identify relevant engagement opportunities in online and social media to build positive trends, and implement mitigation efforts for any potential negative impact trends
  • Partner and coordinate with the cross-functional stakeholders, including business process specialists, customer services, quality team, vendor management, legal, product, and marketing to align the implementation with the strategy and optimize the customer engagement through social media and other online media
  • Develop educational content to target social media and online audiences
  • Monitor and organize metrics, KPI, and goals (quantitative and qualitative) for agent script and online and social media support operations

Qualifications

  • Bachelor Degree for any major discipline, preferably with Communication or Journalism background
  • 3 - 4 years of working experience in creative writing or writing for consumer
  • Experience in managing social media for ID market and other SEA countries
  • Ability to speak fluently and excellence in writing in Bahasa and English
  • Experience and interest in the customer services field, familiar with CRM and social media tools
  • Customer-oriented
  • Passion in online and social. Stay updated on top of the latest conversation, trend, and locale customer behavior
  • Ability to analyze the trend and performance to drive improvement in online and social media
  • Experience in managing day-to-day relationships and an ability to proactively engage internal and external
  • Ability to work under specific, defined, and narrow time constraints
  • Ability to conduct themselves professionally at all times, including appearance, communication, ethics outlined in the Company's Code of Conduct

About Traveloka

Traveloka is Southeast Asia's lifestyle superapp with a mission to fulfill the lifestyle aspirations of our users utilizing proprietary and innovative technology. Founded in 2012 and headquartered in Indonesia, Traveloka has expanded rapidly to 8 countries in the APAC region, offering an end-to-end solution for users' lifestyle needs, from transportation to accommodation, attractions to eateries, and insurance products to financial services.

 

Office Location: Traveloka Campus, BSD City, South Tangerang, Indonesia

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