Senior Specialist Social Media Escalations Vodapay

4 days ago

Midrand, South Africa Vodafone Full time

**Role Purpose**:
The successful incumbent will be responsible for managing, dealing and resolving all Social Media Escalations for VodaPay. To bring order, structure, and focused management attention to the customer's problems in order to gain complete consumer satisfaction. The role will also handle complaints received through various Social Media platforms Solving/answering prospect and customer issues, complaints, questions/queries in close coordination with the other portfolio’s in Vodacom Financial Services.

**Your responsibilities will include**:
Handle all customer queries and complaints raised on the social platforms like Facebook, Instagram, Snapchat and twitter.
Connect with the customers through call / E-Mail / Social platforms to provide the best possible resolution.
Understand the customer grievances and provide appropriate resolution.
Develop and maintain a prioritized Issue List and Action Plan to drive resolution to critical issues.
Report to senior leadership team across VFS on insight into the current state of the customer relationship with escalated queries
Analyze and monitor customer Problems and issues
Supply regular status updates for all escalated queries to Senior Leadership team
Identify, manage and record escalation trends and collaborate with the Senior Leadership team in the organisation on queries that are impacting their areas to ensure appropriate changes are made to improve customer satisfaction
Review and identify root cause for all escalated queries requests and use this information to improve continuously customer experience
Analyzed escalation trends and produce strategic recommendations to proactively addressed issues.
Maintained discipline and regular communication with customers across all levels, while building credibility through timely action and responsiveness during the escalation.
Follow up with customers' issues that required more in-depth work to find solutions.
Provide accurate and appropriate information in response to customer inquiries.
Built customer loyalty by placing follow-up calls for customers who escalated issues.
Manager and defuse tense customer interactions in a courteous manner.

Matric or Grade 12- Essential
Relevant 3 year tertiary qualification - Essential
A minimum of 5 to 10 years relevant experience in the following:
Customer Experience
Business Management
Experience dealing with senior leadership teams and partners
Proven track record of recommending changes across multiple areas.

OR
Matric essential
Completion of relevant commerce and or leadership courses
A minimum of 8to 10 years relevant experience in the following:
Customer Experience
Business Management
Experience dealing with senior leadership teams and partners
Proven track record of recommending changes across multiple areas.

The base location for this role is Midrand, Vodacom Campus
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organizational culture that recognizes, appreciates and values diversity & inclusion.

  • Vodapay Operational Consultant Queries and

    2 days ago

    Midrand, South Africa Adcorp Holdings Full time

    **Synopsis** Take ownership of all queries escalated from 1st line support including reconciliation and settlement queries as it pertains to VodaPay account users. Queries will range from general investigations pertaining to transactions performed within the VodaPay app up to and including investigating account balances and funds transferred into and out of...

  • Specialist: Nepsi Vodapay

    2 days ago

    Midrand, South Africa Vodafone Full time

    **Role Purpose**: The **Specialist: NEPSI VodaPay** role is based within the Commercial Business Unit. The role of the Specialist: NEPSI VodaPay is to be responsible for ensuring that all customer touch-points are adequately enabled to support the launch of a new product, service, campaign/promotion by critically evaluating and analysing all Concept...

  • Social Media Specialist

    3 hours ago

    Midrand, South Africa The change Lab Full time

    **General Duties of a Social Media Specialist, but are not limited to** 1. Participate in the Sharing Ethos of the Company 2. Ensure, where ever possible you embrace the company’s ways **Social Media Administration**: **On behalf of our Customers** - Monthly - Facilitate the set-up of the relevant social media pages, as per the structure provided -...

  • Social Media Specialist

    1 week ago

    Midrand, South Africa Promo Tech Full time

    Are you a creative and results-driven social media expert looking for an exciting opportunity in the digital marketing industry? We’re searching for a social media specialist to join our growing team! If you’re passionate about creating engaging content, building communities, and driving sales online, this is your chance to shine. Position...

  • Social Media Internship

    2 days ago

    Midrand, South Africa The Change Lab Full time

    **PURPOSE AND OVERVIEW**: This digital marketing company's internship Programme is a mentor-led role using social media skills to facilitate high standards of work output and meeting and exceeding our client expectations through clear communication and team cohesion. **General Duties of a Social Media Specialist, but are not limited to** 1. Participate in...

  • Social Media Specialist at African Sales Company

    2 weeks ago

    Midrand, South Africa African Sales Company (ASCO) Full time

    Social Media Specialist at African Sales Company (ASCO) Job Purpose The Social Media Specialist plays a key role in enhancing brand presence across social platforms through compelling content, strategic engagement, influencer collaboration, and paid media support. This role bridges community management, content planning, influencer marketing, and paid...

  • Social Media Agent

    2 weeks 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...

  • Senior Specialist: Paid Social Media

    2 weeks ago

    Midrand, South Africa Vodafone Full time

    **.**: **When it comes to putting people first, we're number 1.** The number 1 Top Employer in South Africa. Certified by the Top Employer Institute 2024. **Role Purpose/Business Unit**: Vodacom’s vision to be the leading digital company empowering a connected society, providing the best segmented propositions and the best customer experience within our...

  • Social Media Specialist Influencer Marketing

    2 weeks ago

    Midrand, South Africa TNG Solutions Full time

    We have an exciting opportunity in our Digital Marketing Agency for a Social Media Specialist, reporting to the Chief Marketing Technologist. The key focus of this role is to lead and manage all our influencer marketing campaigns. The job will require an individual who is in touch with youth and pop culture, current affairs, and trending...

  • Social Media Manager

    2 days ago

    Midrand, South Africa Deka Minas (Pty) Ltd Full time

    Responsible for developing and implementing social media strategies in order to increase the brands' online presence and improve the marketing and sales efforts. Run the social marketing campaigns through social media platforms and work closely with marketing and sales departments, the brand team as well as with our digital in-house team. Have a finger on...