Social Media
10 hours ago
SweepSouth is the largest online marketplace on the African continent for ordering and paying for home cleaning services and other home services (other services launching soon). We connect people with experienced, reliable, efficient, and insured home service providers in minutes. We currently operate in major areas of South Africa, including Cape Town, Johannesburg, Durban, Centurion, and Pretoria; we have a presence in Kenya, Nigeria, and Egypt, and we are rapidly expanding into new areas and continents.
The Role
- Do you eat, sleep and dream social media, do you love offering clients a high level of support, do you want to make a difference and work for a scale-up that is disrupting the industry? Then we have the job for you._
We pride ourselves on the ability to deliver an excellent experience for our clients. When clients have any queries or issues posted across our social channels and public review sites, it will be your duty to ensure that their experience is seamless and that you offer end-to-end efficient support and resolution.
On occasion you will be required to monitor our social media channels after-hours, working closely with our support team in resolving these queries.
**Responsibilities**:
- Owning the support offered across various channels, ensuring the team is offering quick, efficient responses and resolutions to all queries
- Social Media monitoring and response (Facebook, Twitter & Instagram)
- Responding to all positive client ratings (4 and 5-star ratings)
- Public reviews management, monitoring and response (HelloPeter, Google my Business and app store reviews)
- Assisting with administration tasks
- Proactively seeking out information & continuously evaluating and identifying opportunities to drive process improvements that positively impacts the experience for our clients
- Leading how this small team can grow, develop and innovate
**_ Please note_**_ this is not a social media content/marketing/strategy role. The role will report to our Head of Customer Success and Experience and work closely with our support team._
**Requirements**:
- A love of and experience in social media coupled with how this can be used to create an amazing experience for our clients;
- Experience using a range of social monitoring and listening tools;
- Experience leading a small team (1 or 2 persons);
- Proactive, reliable and dedicated;
- Impeccable English fluency;
- A love of writing;
- A healthy obsession with treating people well and offering end-to-end support
- Excellent communication skills
- Excellent phone etiquette and a pleasant manner
- Excellent listening skills
- Excellent writing skills
- A high-level of IT literacy and aptitude for learning
- Great organisational skills
- A high-level of independence and initiative
- Abundant enthusiasm
- Be familiar with Gmail, Microsoft Office, Google Drive, social media tools
- Experience with at least one form of CRM software (Zendesk, Freshdesk, etc.) extensively
- Reliable internet connection at home
Advantageous:
- Digital marketing and/or social media short courses
- Experience working at a start-up and assisting to build processes to improve how social media communication and escalations are handled
**Qualifications**:
Perks
- Contribution towards Medical aid plan
- Pension plan
- Free monthly home cleaning
- Access to free emotional and psychosocial support
- Work with talented and motivated co-workers on interesting problems in a fun office environment
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