Agent - Social Media Commercial Operations SA at MTN

JOB DESCRIPTION
The key purpose of the Social Media Agent is to ensure an effortless customer experience across MTN’s Non-Voice Channels. 

The Agent operates within Social Media Customer Care (Non-Voice Channels: Customer Experience and Operations/CXO) .They are responsible for engaging all MTN customers (All topics related to MTN products, service offerings, CBU & EBU) as well as non-MTN/potential customers visiting MTN’s approved social media pages and/online communities. During these engagements, the Social Media Care Consultant will ensure that the needs of the customer/online visitors are prioritized, customer satisfaction standards are met, and operational performance metrics are achieved.

• Improve engagement 
• Improve brand sentiment 
• Improved the quality of customer support and service provided – Prioritize the CX 
• Ensure First Contact Resolution increases (Own & resolve) 
• Improved communication and connection with customers 
• Increased social media visibility and drive digital takeup/self service) 
• Improved efficiency and effectiveness with handling queries and resolving problems 
• Ensure that all brand emergencies are prioritized and minimum to no impact to the MTN brand is experienced 
• Proactively manage negative brand exposure

RESPONSIBILITIES
Social Media: 

Leading Customer Experience 

• Ensure delivery of customer service objectives in alignment with CXO strategy 
• Own and resolve customer issues as comprehensively as possible on first contact (sound communication - both written and spoken) 
• Track and respond to spikes in incidents or demand or supply on a continuous basis and act when necessary 
• Evaluate situations and determine the best responses and methods to reach defined outcomes. 
• Ensure that issues that cannot be resolved at 1st contact or where service has been compromised, are escalated in line with the escalation processes 
• Support and coordinate work to be performed by service providers as required. 
• Gather information and research to ensure delivery of social media process performance results.
• Interact with other departments to communicate trends and ensure customer feedback to facilitate problem resolution. 
• Be a brand ambassador for MTN ensuring a positive image for the brand, managing the impact to brand on digital platforms 
• Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact. 
• Use relevant tools to support customers on product, system and process knowledge 
• Ensure the consistent delivery of all contracted KPIs (individual, business unit and shared KPIs) 
• Meet service quality standards as outlined 
• Drive self-service adoption through customer education 
• Monitor Social Media platforms closely ensuring that high priority posts are attended to urgently (within the stipulated time frames) 
• Identify potential threats to brand and execute the brand emergency process timeously 
• Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards Social Media: Communities, Blogs, and Administration 
• Engage communities and forums across MTN’s social media & Online Real Estate 
• Uphold & drive adherence to the rules, code of conduct and parameters for each community. 
• Administer and/or moderate each of the communities created. 
• Ensure adequate topics for discussion are created or maintained. 
• Link with Product, Marketing and other teams to ensure seamless integration of activities. Moderate all online behaviour that contradicts the MTN online house-rules and values for both internal & external customers. 
• Ensure that all pages and actions align to PoPi laws and conduct swift moderation where risks are identified. 
• Adopt a proactive approach to service delivery, considering the next best action (pre-empt future needs and educate customers)

QUALIFICATIONS

• Grade 12 Minimum of 1-year diploma (or related experience)
• Minimum of 2 years’ experience in an area of specialization; with the predominant focus on written communication and online/electronic engagement with customers 
• Experience working in a small to medium organisation 
• Has a sound online portfolio (Blogs, social media presence) 
• A written communication assessment score of 80% and above 
• Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures
• Fluent in English 
• Confidence 
• Resilience 
• Purposeful small talk 
• Context Gathering