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09 September 2019
Job ID: BK-132423
Social Media Management - Customer Care

The Social Media Operation Management reports to the Head of Customer Care Performance. His/ her role includes the ability to manage a team of agents who provides a premium service for Lazada’s customers. The team is responsible for managing all the contacts through Social Media from the customers, and expected to ensure that the team operates in a sustainable and efficient manner, while ensure the best service and customer satisfaction.

Key Responsibilities:

  • Responsible for managing and supporting day-to-day operations of local social media and BPO support teams 
  • Work with Marketing – social media, PR and related business teams closely to align the company communication messages & directions 
  • Own the progress of your teams KPIs by applying strong management practices of monitoring, analyzing, identifying and resolving performance challenges through preparing and completing action plans (at a team or individual level) 
  • Lead the implementation of new processes among BPOs’ agents and managements
  • Responsible for weekly operation report and improvement plans on process & operation KPIs
  • Notify crisis cases & report in order to drive alignments between local business team and regional business and customer care team that lead to quick resolutions
  • Own and lead creative team work principal, rewards and recognition and other activities that drive high engagement


  • 2+ years in a customer service management role
  • 1+ years of experience with social media in a B2C environment
  • Demonstrated ability to implement process and identify continuous improvement opportunities
  • Fluent in both Thai and English written and verbal communications skills
  • Strong coaching skills with a passion for people development. Great time management and organizational skills
  • Great interpersonal, communication and presentation skills
  • Ability to deal with ambiguity and constant change
  • Available to work irregular hours at times including holidays, nights, and weekends
  • Passionate about people and customers Key

skills required:

  • Structured work, focused on process, details and quality
  • Solid, detail-oriented documentation skills
  • Strong data analysis skills
  • Customer-Centric person



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Job Details:
  • Employment Type:
    Full Time, Permanent
  • Career Level:
    Middle Level
  • Required Qualification:
  • Required Experience:
    2 years
  • Job Functions:
  • Company Industry:
    Trading and Distribution
  • Location:
    Wattana, Bangkok, Thailand
  • Salary:
    Salary negotiable

  • Five-day work week
  • Performance bonus
  • Medical insurance

Lazada Group is pioneering e-Commerce across Southeast Asia. Launched in 2012, Lazada Group has grown to become the leading online shopping and selling destination in Southeast Asia. The company has 5,500 + employees in the region, with operations in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam, and a team in Hong Kong that drives cross-border marketplace activities. Lazada’s strong performance led to the acquisition of a majority stake by Alibaba Group in April, 2016. Given our tremendous growth, we are searching for dynamic, entrepreneurial, broad-minded individuals to be part of our rapidly expanding team! Join our diverse and motivated team to hone in on your creativity as well as implement new initiatives within a nurturing, equal opportunity environment! What is the job? Lazada Thailand employs over 850+ professionals and has won many awards namely for Top Marketplace from Priceza and People's Choice 2017. Given Lazada’s tremendous growth, we always seek to provide an unparalleled opportunity for highly entrepreneurial, enthusiastic and ambitious individuals to be part of our rapidly expanding team. Join our diverse and motivated team to revolutionize the online shopping and selling experience in South East Asia!

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