Our client in the Retail industry requires the services of a 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.

Key performance areas:

1. 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 organisational standards.

2. 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.

3. 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.


4. 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.

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 of Customer Service Knowledge
? 2 – 3 years job-related Reputation Management Knowledge
? 4 - 6 years Job-related Social Media Knowledge (Blogging, Facebook, Twitter)
? Excellent communication skills – written and verbal (Afrikaans & English)
? Analytical and Critical Thinking Ability

Please note that only short listed candidates will be contacted.