Online Community Coordinator at Dark Fibre Africa

Description

• The Online Community Coordinator is the primary digital touchpoint between SADV and our customers across platforms such as Facebook, Instagram, X (formerly known as Twitter), LinkedIn, TikTok, and others.
• This role plays a critical part in managing real-time interactions, responding to customer queries and concerns, and providing timely support. By building positive online relationships and maintaining a consistent brand voice, the Online Community Coordinator helps drive customer satisfaction, strength brand loyalty, and support the success of SADV's digital engagement strategy.
• Customer Engagement: Monitor and respond to customer interactions across all social media platforms in a timely, professional, and empathetic manner.
• Brand Voice & Consistency: Maintain a consistent tone and brand voice in all interactions, aligned with SADV's corporate identity, values, and messaging.
• Cross-functional collaboration: work closely with marketing, sales and customer service teams to ensure alignment in communication and swift resolution of customer issues.
• Content sharing: Distribute relevant content, promotions, service updates, and campaign to keep followers informed and engaged.
• Customer Feedback Loop: Collect insight and feedback from social media interactions and share with internal teams to support and service improvements.
• Issue Resolution: Proactively resolve customer complaints and customer concerns, ensuring a positive experience and preserving brand reputation.
• Community Building: Foster a sense of community by initiating and participating in conversations, encouraging user generated content and cultivating loyal brand advocates.
• Reputation Management: Identify and manage potential risks or emerging negative sentiment through prompt engagement and escalation where necessary.
• Stakeholder Engagement: Build and maintain strong online relationships with key clients, influencers, partners and other stakeholders.
• Agency Liaison: Coordinate with external PR and marketing agencies to align on content planning, campaign execution, and promotion across social media platforms.

Requirements

Education:

• Diploma in Marketing, Communications, public Relations, digital Media, or a related field.

Experience:

• Minimum of 2 years' experience in social media management, digital customer service, or a similar role, ideally within the telecoms, technology, or consumer-facing industry