We're URGENTLY seeking Online Customer Service Reps. - 8 Months Contract - West Rand to join our Social Media department. The key purpose of the Social Media Agent is to ensure an effortless customer experience across the clients Non-Voice Channels

MUST have sound communication - both written and spoken!!!

Required to do a written communication assessment score of 80% and above.

Duties & Responsibilities
Own and resolve customer issues as comprehensively as possible on first contact.
sound communication - both written and spoken
• Track and respond to spikes in incidents or demand or supply on a continuous basis and act when necessary
• 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 and ensure customer feedback to facilitate problem resolution.
• Be a brand ambassador ensuring a positive image for the brand, managing the impact to brand on digital platforms
• Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact.
• Use relevant tools to support customers on product, system and process knowledge
• Ensure the consistent delivery of all contracted
• 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 organization is completed timeously and with relevant quality standards

Desired Experience & Qualification
Matric / Grade 12
Graduate
Experience in Graphic design, Public Relations, Communication, journalism, social media and brand awareness environment.
Minimum of 2 years’ experience in an area of specialization; with the predominant focus on written communication and online/electronic engagement with customers
Experience working in a small to medium organization.
Has a sound online portfolio (Blogs, social media presence)
Required to do a written communication assessment score of 80% and above.
Requires knowledge on Sales techniques, telephone etiquette, relevant policies and procedures.