Social Media Customer Service Support Co

Financial Services, Gauteng JHB - Northern Suburbs

Market Related -

The Social Media Customer Service Support will assist in the implementation of the banks social media strategy. The main objectives are to resolve customer queries, gain insights through online customer engagements and overall brand sentiment, build the brand and increase social media fan base. The social media channels will include the following mediums of communication: SMS, MMS, Facebook, etc.

Key Role Responsibilities:

Operations

• The following tasks are the responsibility and accountability of the Social Media:
• Manage all online social customer queries to ensure resolution and a positive Customer experience
• Act as a liaison with all department heads and supplier/agencies to coordinate
• Manage the flow of information as it relates to customer queries, comments and complaints
• Coordinate with Marketing, PR and Communications Team
• Ensure brand consistency Identify and track relevant community metrics, to assist in reporting
• Manage the Group social media plat-forms
• Respond to Customer queries and answering any other queries/comments on the platforms
• Effect proper timelines in order to meet service delivery requirements
• Manage workflow and suppliers/agencies
• Provide an online service in accordance with country legislation

Team Work

• Create an environment for work satisfaction and content team members

Reporting

• Daily, weekly and monthly reporting on all activities in the department

Customer - Internal and External

• Create and maintain productive relationships with internal and external customers by providing advice and assistance
• Create understanding of the ‘real’ versus ‘perceived’ need through experience and expertise while complying with company polices legislation and regulations
• Keep Customer informed about progress through written communication, telephone communications and/or face to face meetings
• Build a positive image by exceeding Customer expectations at all times
• Treat internal and external Customers fairly at all times

Minimum Requirements

• Relevant diploma or degree
• 1-2 year related experience

Critical Competencies

• Communication skills - Verbal
• Creative thinking
• Customer orientated
• Excellent writing skills and documentation abilities
• Negotiating
• Planning
• Quality Orientation
• Target /Deadline driven

Ref: JHB000302/LM

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