Job Description:
Social Media Customer Engagement Officer
Our client in the Retail Industry requires the services of a Social Media Customer Engagement Officer to provide daily support to the Social Media Customer Engagement Manager by monitoring social media platforms, responding appropriately, and engaging in daily interactions with the customers and other relevant stakeholders
Key performance areas:

Engage with customers in a professional, meaningful manner to avoid escalations and ensure timely responses to issues and concerns raised by stakeholders
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
Liaise with operational and other stakeholders to gather information about issues on the company’s social pages and discuss with management
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
The successful candidate must have:

Matric with a degree/ diploma in Social Media/ Journalism, Communications/ Marketing
4- 6 years social media customer service experience
2 – 3 years customer relations/ complaint handling experience
2 – 3 years communications experience
Job related knowledge of social media (Blogging, Facebook, Twitter)
Excellent communication skills – written and verbal (Afrikaans & English)
Experience in using social media analytics tools/ conversocial social media tool would be advantageous
Must be willing to work on any day of the week, including Saturdays and Sundays
Project management skills
Must have excellent attention to detail
Able to make decisions and initiate action
Must be a creative and innovative person
Able to formulate strategies and concepts

Please note that only short listed candidates will be contacted

To be discussed at interview stage