Social Media Agents

2 weeks ago


Johannesburg, Gauteng, South Africa motivity Full time

Overview of the role

  • Ensure delivery of customer service objectives in alignment with CXO strategy
  • Own and resolve customer issues as comprehensively
  • Sound communication both written and spoken
  • Track and respond to spikes in incidents or demand or supply on a continuous basis
  • 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
  • Ensure customer feedback to facilitate problem resolution.
  • Be a brand ambassador for the customer ensuring a positive image for the brand,
managing the impact to brand on digital platforms

  • 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 standard

Skills:

  • Fluent in English
  • Confidence
  • Resilience
  • Purposeful small talk
  • Context Gathering

Minimum Requirements:

  • Grade 1
  • Diploma or Degree in Communication, Public Relations, Graphic Design or Journalism
  • Predominant focus on written communication
  • Online/electronic engagement with customers
  • Experience working in a small to medium organisation.
  • Has a sound online portfolio (Blogs, social media presence)
  • A written communication assessment score
  • Requires knowledge on:
  • Sales techniques
- telephone etiquette

Job Types:
Full-time, Temporary

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