Associate, Consumer Affairs

Essential Duties and Responsibilities:

This position is responsible to handle day-to-day operations of monitoring and responding to consumer feedback through various communication channels including social media.

Main deliverables:

• Active in managing and creating social media content – exposure and experience in managing various social media platforms such as blogs, Facebook, Twitter etc. will be helpful.
• Monitor the company’s website and social media pages.
• Assist with the planning of campaign strategies to help drive traffic and engagement to the website and social media pages.
• Keep up to date with any social media trends.
• Track social media influencers.
• Coordinate and execute various awareness campaigns utilising effective channels e.g. ATL, BTL, outdoor, online, events, PR and social media.
• Analyse social media campaigns/performance reports to gather visitor data and determine efficacy and areas for social media campaign improvement.

Others:

• Perform the day to day operations of complaints, feedback and enquiries received from consumers through various communication channels.
• Attend to phone calls, email, walk-in and written complaints from consumers.
• Capture and update the Consumer Management System accurately with the complaint details to manage consumer complaints, issues and resolutions.
• Follow-up with the relevant stakeholders on consumer complaints until closure of the complaint.
• Ensure compliance to the KPIs and timelines set on complaints management.