Social Media Customer Engagement Officer - Peoplefinder Career Placements, Cape Town Northern Suburbs

  • Cape Town Northern Suburbs
  • Salary: Market Related
  • Job Type: Permanent
  • Sectors: Marketing, Media, Retail
  • Posted by Peoplefinder Career Placements on Tuesday, February 18, 2020
  • Reference: 1637664
  • Apply before Saturday, April 18, 2020 - 12 Days left

Vacancy Details

Employer: Peoplefinder Career Placements

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.

Candidate Requirements

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.

Apply before Saturday, April 18, 2020 - 12 Days left Companies may expire jobs at their own discretion. If you have not received a response within two weeks, your application was most likely unsuccessful.
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About Peoplefinder Career Placements

Any description of "who we are" starts with our clients

Their confidence in and partnership with us inspires them to return to us and recommend us time and time again. We are grateful for their loyalty and continue with our commitment to find the leaders that ensure their success.

PeopleFinder was founded by industry veteran Wallindi Schirnig, who has worked both within HR departments for leading companies and also within an out-and-out recruitment agency, so she combines insights and experience from “both sides of the fence”.

Using print and electronic advertising media as well as headhunting techniques, PeopleFinder identifies, assesses and places high quality candidates to help companies meet their talent and executive needs.

We make it our business to deeply understand the nuances of each of our clients so that we can accurately play “matchmaker” between candidate and company.