北京招聘

职位描述：
Social Community Specialist

We are looking for a Social Community Specialist with proven experience in providing customer support within online platforms.
You are passionate for travel, communicating and people, and will provide a premium community management service by monitoring and responding to all messages through a range of social media accounts and platforms. As a natural problem solver, you will write in the brand voice and seek out every way to create win-win resolutions for both Booking.com and consumer.
Working together with the Customer Service team, you will demonstrate the ability to overcome objections, handle customer complaints, and take ownership of resolving enquiries on social platforms. Based on best practice, you will use your creative flair, strong writing skills, and service mindset to create a positive experience within the social community.

You are a native language speaker with strong written communication skills and have the ability to speak, read and write in English, Chinese. Experience in customer service, social media & other forms of communications a must.
This is a full-time position and may require scheduled shifts.

Key Responsibilities:
? Monitor and respond to social audience on Weibo, WeChat, Qyer, Mafengwo, Zhihu, Baidu and more;
? Serve as the brand voice to actively engage with the Booking.com community and provide a positive experience;
? Take initiative to seek solutions and resolve high levels of social media enquiries;
? Collaborate with various departments to deliver the best possible outcomes;
? Collaborate with the Customer Service team to escalate and resolve customer issues from social platforms;
? Use social tools to identify and track customer comments and messages

Required Skills & Experience
? Proven track record achieving resolutions from complicated situations;
? Strong written and communication skills in Chinese, English
? Exceptional attention to detail, tone and grammar;
? Proven copywriting experience with a creative outlook;
? Active listening and problem-solving skills essential;
? Proven ability to work well under pressure;
? Sense of responsibility, independent and customer friendly;
? Enthusiasm and ability to work in a team and independently;
? Bachelor’s degree in English, Communications, Media, or similar is preferred
? China social media experience is preferred 举报 分享

Booking.com B.V.是全球最大的网上住宿预订平台，隶属于Priceline Group集团（纳斯达克上市公司：PCLN）。Booking.com的日均客房预订间数超过1,500,000。Booking.com网站以及APP吸引了来自世界各地的休闲旅游和商务差旅用户。Booking.com B.V. 公司成立于1996年，向用户提供各种类型住宿及最优惠的价格，其中既有小型的家庭经营住宿加早餐旅馆，也有五星级豪华酒店。由Booking.com运营的姐妹网站Villas.com已于近期上线，致力于为客人提供自助式住宿的选择。Booking.com秉承国际化理念，支持43种语言，已有1,400,000多家住宿登记注册，遍布全球220多个国家及地区。Booking.com B.V.公司总部位于荷兰阿姆斯特丹，在全球70个国家设有204家分公司。
Booking.com is the world leader in booking hotel and other accommodations online. It guarantees the best prices for any type of property – from small independents to five-star luxury. The Booking.com website is available in 43 languages, offers over 1,400,000 hotels and accommodations including more than 490,000 vacation rental properties and covers over 118,000 destinations in 221 countries and territories worldwide. It features over 100M reviews written by guests after their stay, and attracts online visitors from both leisure and business markets around the globe. With over 20 years of experience and a team of over 15,000 dedicated employees in 204 offices worldwide, Booking.com operates its own in-house customer service team, which is available 24/7 to assist guests in their native languages and ensure an exceptional customer experience.