Social Media Customer Engagement Officer

Permanent
Cape Town
Posted 2 months 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

Job Features

Job CategoryCommunications, Customer Service, Public Relations

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