Community Administrator - 00142496

Primary Location: ZA-Gauteng

Job Type: Permanent/Regular

Posting Range: 6 Jan 2014 - 14 Jan 2014

Description

PURPOSE OF THE JOB 

To manage the community engagement, and support for the Absa Twitter and Facebook social media services as well as manage and maintain the Absa online brand reputation. Provide support to the community consultant with data mining and reporting on a high level basis.

RESPONSIBILITIES 

• Ensure efficient and timely response and escalation to all social media queries as identified by the Social Media guidelines and Processes
• Constant scanning for and identification of comments directed at or which can be interpreted to be aimed at Absa, Absa sponsorships or financial management topics on social media channels such as (but not limited to) Twitter, Facebook, LinkedIn, YouTube during allocated time periods.
• Identify and direct queries where additional information is required from the customer in an appropriate manner relative to the customers level of influence
• Interpret available information from the Content and Response Database
• Compile and adapt appropriate responses Identify the relevant internal stakeholders to escalate queries to which cannot be resolved directly based on the information available/
• Document resolutions to queries to further enhance the available information within the content and response database and ensure that resolutions are properly classified for future use
• Track reference numbers associated with escalated queries and ensure that effective and summative close out feedback is provided to customers via the relevant social media channel
• Ensure that all responses are not only factually correct but drive the correct customer behavior and optimal customer awareness of bank services and products
• Consistently aim to improve sentiment towards Absa in the online space.
• Participate and contribute towards regular SLA meetings with relevant internal stakeholder teams by compiling and providing feedback on escalated queries and process violations.
• Ensure that information and contact details for all relevant support areas are kept up to date and expanded upon
• Make suggestions to the Community Consultant on process optimization based on experience in working with the set out processes and based on issues and gaps identified.
• Track and report on the number and types of escalations as well as timelines to resolve and identify trends
• Assist with the administration of risk and compliance requirements such as social media account password maintenance and archiving of pertinent information

COMPETENCIES 

• Adapting and responding to change
• Working with people
• Analysing
• Applying expertise and technology
• Coping with pressures and setbacks
• Following instructions and procedures
• Delivering results and meeting customer expectations

Essential/Basic Qualifications

• A Grade 12 or an NQF Level 4 equivalent
• Communication Qualification
• 1 year experience in a social media or in a communications role
• Two (2) years experience and understanding of the digital environment
• Proficient in MS Office (Word, Excel, PowerPoint and Outlook) and the Internet
• No criminal record

Preferred Qualifications 

• A Diploma or B.Degree  in Communications  or English
• Online Marketing or Social Media Certification
• Three (3) years experience in a financial institution
• Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status

 Apply now