Social Media Customer Engagement Specialist

**Purpose of the Job**:
As the Shoprite Group expands both its traditional supermarket and digital commerce online services across brands, the Customer Contact Centre (CCC) is a key customer experience differentiator for the Group. The purpose of the Social Media Customer Engagement Specialist role is to deliver exceptional service to our customers by providing best-in-class team and social media engagement, protecting, and enhancing the Shoprite brand. The role monitors social media platforms, including strategic external listening and engages with customers and other stakeholders daily to resolve customer complaints in line with Customer Services Policy and positively influence the social media community with regards to the reputation of the Group. As the Social Media Customer Engagement Specialist monitors social conversations, trending stories and industry news, they analyse and interpret the reputational risk according to impact - either mitigating lower risks as a first line resolution and/or escalating higher risks providing input/recommendations to mitigate such risk.
To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.

**Job Objectives**:
Supporting and participating in the design and development of the customer service strategy for the Shoprite Group in collaboration with other contact centre leaders and teams to ensure that we place the customer at the centre - delivering on our goal of being customer centric in everything we do
Aligning digital responses with customer services strategy, policies, and procedures to ensure consistency.
Combining team inputs, operational knowledge, and social media guidelines to ensure the best possible response and resolution is delivered for all reputational issues per the reputational risk control measures within the business.
Monitoring Online Reputation Management tools (ORM) on a continuous basis.
Identifying threats and opportunities in user generated content and report to line and senior management.
Identifying and executing opportunities to generate positive customer feedback.
Researching and developing content ideas to write and curate new, creative approaches to responding to different categories of social media content seeking new ways of optimising our current communications and bringing a new flair per trending practices and the brand.
Engaging with customers in a professional and meaningful manner to avoid escalations and ensure timely responses to issues and concerns.
Maintaining service levels as set for the social media team.
Liaising with cross-functional team and operations as required to facilitate swift resolution of customer complaints - gather information about issues raised on the company’s social pages for further discussion with relevant stakeholders.
Accurately recording engagements and resolutions to consolidate and periodically provide feedback and insights on various social media activities and reputational risks.
Managing data inputs to enable the identification of complaint trends to drive improvements and remedial actions with respective cross-functional business owners.
Interacting with the social media team and other contact centre leaders to frequently share insights pertaining to social customer interactions, trends, and opportunities.
Building strong relationships and collaborating with cross-functional teams to identify internal alignment opportunities - leveraging other inputs.

**Qualifications**:
Degree in Consumer behaviour, Communications, Journalism or equivalent - (beneficial)

**Experience**:
2 years in a social media / communications / social platform & website - blogging or operational customer service capacity with strong exposure to direct customer engagement on Social Media platforms, or equivalent role.

**Knowledge and Skills**:
Knowledge of social media and related brand and consumer practices within the FMCG, retail sector, understanding of the practicalities and challenges of a social media capability in a customer services environment - (essential).
Knowledge of social media and brand monitoring tools - (beneficial)
Ability to engage with customers in multiple languages - (beneficial)

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