Social Media Agent

6 months ago

Midrand, 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 self-service 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**: R12,000.00 - 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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