Social Media Agent

2 weeks ago


Midrand, Gauteng, South Africa Pentagon Works Full time
Improve engagement

  • Improve brand sentiment
  • Improved the quality of customer support and service provided
  • Prioritize the CX
  • Ensure First Contact Resolution increases (Own & resolve)
  • Improved communication and connection with customers
  • Increased social media visibility and drive digital takeup/self service)
  • Improved efficiency and effectiveness with handling queries and resolving problems
  • Ensure that all brand emergencies are prioritized and minimum to no impact to the client brand is experienced
  • Proactively manage negative brand exposure

Social Media:
Leading Customer Experience

  • Ensure delivery of customer service objectives in alignment with CXO strategy
  • Own and resolve customer issues as comprehensively as possible on first contact (sound communication both written and spoken)
  • Track and respond to spikes in incidents or demand or supply on a continuous basis and act when necessary
  • Evaluate situations and determine the best responses and methods to reach defined outcomes.
  • Ensure that issues that cannot be resolved at 1st contact or where service has been compromised, are escalated in line with the escalation processes
  • Support and coordinate work to be performed by service providers as required.
  • Gather information and research to ensure delivery of social media process performance results.
  • Interact with other departments to communicate trends and ensure customer feedback to facilitate problem resolution.
  • Be a brand ambassador for MTN ensuring a positive image for the brand, managing the impact to brand on digital platforms
  • Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact.
  • Use relevant tools to support customers on product, system and process knowledge
  • Ensure the consistent delivery of all contracted KPIs (individual, business unit and shared KPIs)
  • Meet service quality standards as outlined
  • Drive selfservice adoption through customer education
  • Monitor Social Media platforms closely ensuring that high priority posts are attended to urgently (within the stipulated time frames)
  • Identify potential threats to brand and execute the brand emergency process timeously
  • Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards

Job Type:
Temporary

Salary:
R12, R16,000.00 per month

Ability to commute/relocate:

  • Midrand, Gauteng: Reliably commute or planning to relocate before starting work (required)

Education:

  • Bachelors (preferred)

Experience:

  • Communication: 2 years (preferred)

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