Social Media

2 weeks ago

Johannesburg, South Africa HireJoy Pvt Ltd Full time

Job description

The hybrid community manager role is broken down into two parts:
1) A community manager to support the consumers across all channels end-to-end in the relevant local languages,

Role responsibility 1: Community Management:

- The CM is responsible for managing communications to the consumer and feeding back the consumer insights into the CIC team.
- The CM will also be responsible for social data cleaning, exporting, and managing. As a mid-weight CM, they are expected to pay extreme attention to detail, which will allow for best-inclass consumer responses.
- Customer service should be of the utmost importance to this individual.
- Across their pages managed, the CM will showcase best-in-class customer service to all consumers who contact the brand via social media.
- The CM will work with the response agents to close and log all consumer queries.

Key responsibilities and tasks:

- Fluent in speaking English and Portuguese Proficient reading and writing skills for both English and Portuguese.
- Managing all social media platforms for the brands that they are responsible for Content publishing and scheduling.
- Consumer escalations to the response team
- Case logging as received via phone and web
- Ability to link brands to trends and opportunities spotted online
- Content creation and conceptualisation with the team for special days and ad hoc events
- Live event coverage for Clients brands when required Creation of content reports using tools and platform data Community insight detailing to analysts.
- Attention to detail: Spelling errors are non-negotiable
- Weekly social media trends research
- Exporting clean and accurate data from Sprinklr for the analytics team
- Datasheet management for their brands Inbound conversation data cleaning for the brands managed Inbound conversation tagging
- In-depth knowledge of Sprinklr, Facebook, Twitter, Instagram and YouTube

Role responsibility 2: Response Agent

Key responsibilities and tasks:

- Answer all calls and support the customer’s request.
- The agent will be measured on the speed to answer the call and the abandoned rate.
- All voice mail calls need to be responded to within 24 hours or the next working day after the weekend
- Social Community content management: aim for 50% positive sentiment through conversations, engagement and complaint management Knowledgebase response management:

- Type of enquiries: Product complaints, promotion complaints, journalist responses and sponsorship requests.

**Job Type**: Contract

**Job Types**: Full-time, Contract
Contract length: 12 months

**Language**:

- PORTUGUESE (required)

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