Tigerair are looking for a Social Agent to join a fast-paced and dynamic team in their Tullamarine HQ. The Social Agent is a crucial position in providing public communications via social media working in a secondment position directly with our client.

The Social Agent ensures customer guidance and satisfaction throughout the social space. This role works closely with the Customer Care team as well as the wider Operations and Commercial team to ensure an end to end solution for each customer, media and general social notification.

Working in close collaboration with the Social Executive and other Social Agents to initiate and manage the public communications in accordance with brand standards and guidelines.

This role is for rostered shift work to fulfil social media monitoring over 7 days, including public holidays, from 7am to 10pm eastern time.

Reporting of the role

This role reports to the Social Executive

3 best things about the job:

1. Understand and gain more insight into consumer behaviour
2. Enhance communications skills to speak for a well-known organisation
3. Fast paced industry working in a role where no two days are the same.

Measures of success –

In three months:

• Able to work mostly with autonomy
• Can customise responses according to standards and guidelines

In six months:

• Understand policies and procedures
• Able to identify the appropriate company contact per necessary escalation

In 12 months:

• Thorough understanding of the company operation and how it works
• Can think-quick for branding opportunities

Responsibilities of the role:

• Adhere to the customer care social process flow and opt to provide an end to end solution within social media where applicable. This includes but not limited to, disruption management, online user experience, general product enquiries as outlined in the process.
• Ensure brand standards compliance across all conversations.
• Assist not only customers, but media and other general notifications on social media directly.
• Support any reporting requirements
• Understand the marketing promotional activity and how that will affect social liaison.
• Understand the real-time operational performance and how that will affect social liaison.
• Support the Social Executive as required.

What you will need:

• Strong written communication skills
• Thrive for excellent customer service
• Passion for the industry, the brand and company values
• Able to work with autonomy
• Strong relationship building skills

• Experience in the communications industry
• The ability to multi-task and coordinate activities in a face-paced environment
• Strong computer skills (MS office)

About MEC

MEC is committed to growth. Growth for our people, our clients and our industry. MEC pushes the boundaries of what’s possible in order to thrive in ~ Ad Ops ~ Analytics ~ Brand Partnerships ~ Content Marketing ~ Data ~ Insight ~ Integrated Planning ~ Mobile ~ Multi-cultural ~ Performance Marketing ~ Planning & Buying ~ Programmatic ~ Search ~ Social ~ Sport, Entertainment & Cause Marketing.  Our 5,000 highly talented and motivated people work with category leading advertisers in 93 countries and we are a founding partner of GroupM. To find out more, visit us at www.mecglobal.com #dontjustlivethrive

About GroupM

GroupM leads and shapes media markets by delivering performance enhancing media products and services, powered by data and technology. Our global network agencies and businesses enable our people to work collaboratively across borders with the best in class, providing them the opportunity to accelerate their progress and development. We are not limited by teams or geographies; our scale and diverse range of clients lets us be more adventurous with our business and talent. We give our talent the space, support and tools to innovate and grow.

Discover more about GroupM at www.groupm.com
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GroupM APAC is committed to fostering a culture of diversity and inclusion. Our people are our strength so we respect and nurture their individual talent and potential.