Social Media Customer Engagement Officer

Permanent

Cape Town

Posted 4 years ago

The Social Media Customer Engagement Officer will be responsible for; monitoring the Group’s social media platforms, conducting strategic external listening, engaging with customers and other stakeholders on a daily basis to resolve customer complaints (in line with Customer Care Policy) and positively influencing the social media community with regards to the reputation of the Group.

Customer Service:

Social Media Communication and Customer Engagement:
Demonstrate competence, up-to-date knowledge, and understanding of job-related social media and online reputation management.
Engage with customers in a professional, meaningful manner to avoid escalations and ensure timely responses to issues and concerns raised by stakeholders.
Combine team inputs, operational knowledge, and departmental guidelines to ensure the best possible response to resolve reputational issues.
Align digital responses with the Customer Care Policy to ensure consistent practices.
Maintain levels of social service as required by organizational standards.

Risk Control:

Understand, analyse, and interpret reputational risks for the retailer on social media and make sound decisions to mitigate such risks.
Monitor Online Reputation Management (ORM) tools on a continuous basis.
Identify threats and opportunities in user generated content and report back to line and senior management.
Identify and execute opportunities to generate positive customer feedback.
Adhere to reputational risk control measures within the business.

Internal Communications:

Liaise with internal departments and operations to facilitate swift resolution of customer complaints.
Liaise with operational and other stakeholders to gather information about issues on the company’s social pages and discuss with management.
Clearly communicate complex issues to senior management to gather information to efficiently and effectively handle such matters.

Reporting:

Report daily/weekly on reputational risk issues.
Report complaint trends to management for corrective action measures to be put in place.
Draft monthly reports on social customer interactions, trends, and opportunities.

Qualifications

Certificate/Diploma/Degree in Social Media/Journalism/Communications/Marketing

Experience

Social Media Customer Service
Customer Relations/Complaint Handling Experience

Knowledge and Skills

Social Media Knowledge (Blogging, Facebook, Twitter)
Customer Service Knowledge
Reputation Management Knowledge
Excellent Verbal & Written Communication Skills
Analytical and Critical Thinking Ability
Must be fluent in English and Afrikaans and/or any other official languages

Deadline for applications is 15/08/2021

For more information, call Nova Buchan on 073 393 9731 or send your CV to Nova@capitaledgerecruitment.co.za

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Job Category

Communications, Customer Service, Public Relations

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