Job Title                                             Social Media Customer Engagement Officer
Job Type                                            Permanent
Location – Town / City                    Cape Town.

Job  Details
The Social Media Customer Engagement Officer will be responsible for; monitoring the 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.

Purpose
Provide daily support to the Social Media Customer Engagement Manager by monitoring social media platforms, responding appropriately, and engaging in daily interactions with customers and other relevant stakeholders.

Qualifications Essential:
• Diploma/Degree in Social Media/Journalism/Communications/Marketing – (2 – 3 year)
• Certificate in Social Media

Experience Essential:
• Social Media Customer Service Experience – with Diploma/Degree – (4 – 6 years)
• Customer Relations/Complaint Handling Experience – (2 – 3 years)

Desirable:
• Communications Experience – (2 – 3 years)

Knowledge Essential:
• Job-related Social Media Knowledge (Blogging, Facebook, Twitter) – (4 – 6 years)
• Customer Service Knowledge – (2 – 3 years)

Desirable:
• Job-related Reputation Management Knowledge – (2 – 3 years)

Skills Essential:
• Excellent Written Communication Skills (English and Afrikaans)
• Excellent Verbal Communication Skills (English and Afrikaans)
• Analytical and Critical Thinking Ability Desirable:
• Experience using Social Media Analytics Tools
• Experience using the Conversocial Social Media Tool
• Experience using Brandseye

Working Hours:
Applicants must be willing and able to work any day of the week, including Saturdays and Sundays on a rotational basis.
Evening work between 17h00 – 21h00 is also expected.
Please also note that evening work is currently done from home, but this can change at any point in time, at which time it will be required of the successful candidate to work on the premises.
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.
Competencies Essential
• Relating and networking
• Persuading and Influencing
• Presenting and communicating information
• Working with people
• Adhering to principles and values
• Writing and Reporting
• Analysing
• Planning and Organising
• Delivering results and meeting Customer Expectations
• Following instructions and procedures