Social Media Analyst

Work Setup: Fully Remote

Location: Makati, Metro Manila, Philippines

Summary:

Respond to consumer questions and complaints via social media while also generating data reports as requested.

Major Duties/Responsibilities:

1. Respond to consumers who contact us via social media within our two-hour SLA window.
2. Apply existing categorizations to inbound messages from consumers within our social media monitoring platform Sprinklr.
3. Enter relevant consumer data obtained via social media into our case management system Astute.
4. Resolve consumer issues according to existing Consumer Relations procedures.
5. Add and/or edit information in Sprinklr as needed to keep the system up-to-date.

Other Applicable Scope Defining Dimensions:

• Work with brand leaders to pull relevant data within the requested parameters across platforms in a timely manner.

Knowledge, Skills & Abilities:

• Knowledge of standard or general customer service practices.
• Knowledge of prominent social media platforms and how they function both publicly and privately.
• Ability to work quickly and reliably with little oversight.

Minimum Education and Experience Requirements:

Education: Bachelor’s degree in Communications, Business Administration, Marketing, PR or English.

Experience:

• Must have 2 to 4 years of experience in a customer service role.
• Must have previous experience with social media customer service
• Must be amenable to a full night shift schedule from 8pm to 5am.