ORM Agent (Online Reputation Management) at MWEB

The role:

We are seeking a dynamic individual with a strong experience in leading customer support teams and direct to customer communication to join the Online reputation management team within the marketing team. The ideal candidate must understand and be an expert in the Mweb systems/processes to be able to guide teams to assist customers AND possess exceptional written and verbal communication skills. Patience and a genuine desire to help customers are essential emotive skills required., as well as a desire to learn and evolve skills to support efforts to improve online brand reputation.

Responsible for:

• Responding to all responding to all customer queries related to accounts management, information and billing, but future development sees the role expanding to also include sales queries.
• Required to identify, respond and own the case to resolution across  social media platforms and online forums including Facebook, Twitter, Instagram, LinkedIN, Google Review and any other places of brand mentions.
• Will be required to work with internal and external processes to resolve the queries from end to end. This will including taking ownership, working within the existing internal processes, following up with cross functional teams and keep the customer informed of the status of the query on a regular basis
• Will be asked to drive self – service channels and step by step information, enabling customers to help themselves. Delivered with a guide and lead approach
• Deliver responses and interactions that are professional, timely, and in line with the brand's tone, personality and positioning
• Will be required to proactively provide insights and content requirements to the Brand communication team of the topics and information required to enable teams to provide front line responses through step by step resolution.

Key Competencies:

• Self-motivated
• Disciplined
• Proactive
• Results-oriented
• Ability to work within a team
• Strong attention to detail
• Problem-solving skills
• Strong organizational and multitasking abilities
• Ability to work effectively in a fast-paced environment 
• Desire to learn 

Requirements

Qualifications & Experience:

• 2 years customer service experience helping customers to resolve queries
• Strong understanding of Accounts & billing information on Solid
• Any experience in sales fulfilment and sales escalations will be an advantage
• Strong SOLID experience is essential
• Excellent verbal and written communication skills
• Excellent understanding of our product offerings
• Patience and a willingness to assist customers
• Experience responding to queries raised via social media
• Experience working on a Social Media Management tool: Qualtrics Social Connect or Sprout Social or Hootsuite - Advantageous
• Proficient in MS office