E-Service (Web Chat& Social Media) Executive

Job Purpose

• Responsible for managing OSN feedback mailbox and all customers’ inquiries/complaints received through OSN social media channels including Facebook and Twitter

Key Accountabilities

Planning & Organisation

• Implement web-chat for Customers and set up forums to discuss content and box functionality
• Responsible for sourcing data for outbound campaigns and leads through Introduce a Friend and Member gets Member campaigns.
• Responsible for generating revenue by upgrading existing customers.
• Manage customers’ service complaints, identify trends and repeat contact reasons.
• Actively promote and drive registration for My OSN, OSN Play and OSN Privileges
• Produce monthly reports for all Media activities including complaint trends, comments and increased usage.
• Manage OSN Feedback mailbox and respond to complaints and inquiries through emails within the standard time frames.
• Handle and respond to inquiries and comments on all OSN social media channels.
• Monitor customers’ responses and comments, liaise with all related departments to provide and escalate feedback on trends related to customer views.
• Implement web-chat and set up forums to encourage customer feedback on content and box functionality, identify common questions and compile self-help diagnostics to reduce inbound technical call volumes.
• Promote My OSN and account management for all billing, box office and programming related queries to reduce inbound call volumes.
• Utilize social media channels and Feedback mailbox to generate sales leads through IAF and MGM campaigns.
• Generate revenue through package and hardware upgrades.
• Promote OSN products and loyalty programs/promotions – OSN Privileges and OSN Play.
• Manage service complaints created by the contact centers and resolve customers’ issues in a timely manner.
• Produce periodic reports that summarize customers’ feedback/complaints.