Community Mgt Agent: Sunbet at Sun International

Job Purpose

• The Social Media & Community Agent is responsible for Sunbet’s social media presence by providing timely, accurate and empathetic responses to customer queries and complaints, while actively engaging the community through culturally relevant, creative, and on-brand social interactions.
• This role ensures that the brand feels approachable, entertaining, and trustworthy, helping to grow and maintain a positive online community across all platforms.

Job Scope

• Respond to customer queries and complaints across various social media platforms; X/Twitter; Facebook; Instagram; YouTube; HelloPeter etc
• Deliver responses that are accurate, empathetic, and aligned with brand and regulatory guidelines
• Log, track, and escalate issues according to internal processes and SLAs
• Follow up on escalated matters to ensure timely resolution
• Maintain consistent service standards across supported regions (Botswana & Namibia)
• Actively participate in social conversations to reflect Sunbet’s fun and challenger brand voice
• Create reactive social content in response to live sports, trending topics, and cultural moments
• Identify opportunities to engage the community in real-time conversations
• Build authentic relationships with customers, fans, and influencers through ongoing interaction
• Encourage positive interaction and participation within Sunbet’s social channels
• Support online reputation management by responding thoughtfully and promptly to public posts
• Help turn customers into fans through friendly and consistent engagement
• Monitor social media platforms for trends, memes, and relevant cultural moments
• Assist in sourcing content and updates from internal teams for social media posts
• Support the publishing of posts as needed, ensuring alignment with brand guidelines
• Ensure all public responses meet quality, accuracy, and compliance standards
• Track performance metrics and share observations with supervisors to support continuous improvement
• Contribute insights from customer interactions to inform team discussions and campaigns

Job Requirements

Qualifications

• 3-Year Degree in Marketing, Communications , Public Relations or related field

Experience

• Minimum of 2-3 years’ social media experience
• Experience in administering social listening and tracking systems
• Previous experience using social media, ORM and social reporting
• Experience within the sports, entertainment, or betting industry is advantageous

Skills

• Problem solving
• Analysing
• Innovating and Creating Solutions
• Integrating (Connecting, Collaborating; Managing Conflict)
• Organising and Implementing 
• Exceptional relationship-building
• Emotional Maturity
• Customer Focus
• Adaptability
• Strong verbal and written communication skills
• Indepth knowledge of social media platforms,  social media management tools and social media best practices
• Online Reputation Management
• Advanced proficiency in MS-Office Suite (Word, Excel, PowerPoint, Outlook, Adobe)
• Copywriting
• Social reporting
• Digital acumen
• Proficiency in the use of Google Analytics
• Content Publishing & Scheduling
• Community Monitoring & Social Listening