Social Media Agents

1 week ago

Johannesburg, 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 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 standard

**Skills**:

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

**Minimum Requirements**:

- Grade 12
- 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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