Team Leader – Social Media Engagement job, Cape Town

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Remuneration: market related
Site: The cap
Job level: Medium/Senior
Type: Permanent
Society: Advertising talents Africa

job description

A leading retail group in Cape Town has a vacancy for a Social Media Engagement Team Leader.

The Social Media Customer Engagement Team Leader assists and supports the Social Media Customer Engagement Manager in managing the social media customer service function in accordance with agreed standards, as well as in promoting and protecting the group’s reputation within social communities.

Job objectives

1. Customer engagement on social media platforms:

    • In conjunction with the Social Media Customer Engagement Manager, combine team inputs, operational insights and service guidelines to ensure the best possible response and resolution for reputation issues and day-to-day customer complaints.

    • Work in conjunction with the Customer Relations function and the Social Media Customer Engagement Manager to resolve customer complaints and questions.

    • Demonstrate skills and up-to-date knowledge and understanding of social media and online reputation management.

    • Align numerical responses with company position and customer service policy to ensure consistency.

    • Engage with customers in a professional and meaningful manner to avoid escalations and ensure timely responses to issues and concerns.

    • Maintain social service levels in accordance with company standards.

2. Assist in the strategic assessment of reputational risk:

    • Analyze and interpret the reputational risk facing social media and provide feedback/recommendations to mitigate this risk.

    • Display strategic insight into developing trends that pose reputational risk to the business.

    • Continuously monitor the online reputation management tool (ORM) as well as strategic external pages.

    • Identify trends, threats and opportunities in user-generated content and report to relevant parties.

    • Identify and recommend opportunities to generate positive customer feedback.

    • Adhere to reputational risk control measures within the company.

3. Internal communication:

    • Communicate complex issues clearly to line manager and departmental senior management, as needed, for guidance on managing these issues effectively and efficiently.

    • Liaise with internal operational and other stakeholders to gather information on issues raised on company social pages for further discussion with management to facilitate timely resolution of customer complaints.

4. Reports:

    • Report daily/weekly/monthly on all reputation risk issues, customer social interactions, trends and opportunities.

    • Report complaint trends to management so that corrective action can be taken in the business.

    • Compile a formal report on major ad hoc issues addressed to keep management informed.

    • Assist in the final review of reports, written content or responses to serious issues.

    • Participate in all disciplinary and performance management processes.

    • Assist the Social Media Customer Engagement Manager with team updates/alerts/briefs and daily updating of list and attendance register.

5. Agency Management:

    • Manage all communications between the agency and the group

    • Provide notes to the agency to enable accurate front-line responses.

    • Responsible for monitoring the quality of agency responses and commitments to ensure required standards are met and maintained.

    • Ensure that the dynamism of the agency team and the information is regularly updated

Qualifications

    • Diploma / NQF level 6, License (3 years) / NQF level 7 in Communication/Social Media/Journalism

Experience

    • At least 3 years of editorial journalism

    • At least 3 years of complaints management on social media

Knowledge and skills

    • Good command of English, Afrikaans and African languages: must understand, write and speak equally

    • Analytical and Critical Thinking

    • Social media analysis Social media (blogs, Facebook, Twitter)

    • Customer Service Complaints handling

    • Reputation Management (Advantageous)

Requirements

Posted Jan 21 4:34 PM, Closing date Feb 20


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