Social Media Customer Engagement Officer at The Shoprite Group of Companies

Job Objectives    
Social Media Communication and Customer Engagement:

• Demonstrate competence, up-to-date knowledge, and understanding of job-related social media and online reputation management.
• Engage with customers in a professional, meaningful manner to avoid escalations and ensure timely responses to issues and concerns raised by stakeholders.
• Combine team inputs, operational knowledge, and departmental guidelines to ensure the best possible response to resolve reputational issues.
• Align digital responses with the Customer Care Policy to ensure consistent practices.
• Maintain levels of social service as required by organizational standards.

Risk Control:

• Understand, analyse, and interpret reputational risks for the retailer on social media and make sound decisions to mitigate such risks.
• Monitor Online Reputation Management (ORM) tools on a continuous basis.
• Identify threats and opportunities in user generated content and report back to line and senior management.
• Identify and execute opportunities to generate positive customer feedback.
• Adhere to reputational risk control measures within the business.

Internal Communications:

• Liaise with internal departments and operations to facilitate swift resolution of customer complaints.
• Liaise with operational and other stakeholders to gather information about issues on the company’s social pages and discuss with management.
• Clearly communicate complex issues to senior management to gather information to efficiently and effectively handle such matters.

Reporting:

• Report daily/weekly on reputational risk issues.
• Report complaint trends to management for corrective action measures to be put in place.
• Draft monthly reports on social customer interactions, trends, and opportunities.
• Qualifications    
• Certificate/Diploma/Degree in Social Media/Journalism/Communications/Marketing

Experience    

• 4 - 6 years Social Media Customer Service experience
• 2 - 3 years of Customer Relations/Complaint Handling experience

Knowledge and Skills    

• 4 - 6 years Job-related Social Media Knowledge (Blogging, Facebook, Twitter)
• 2 - 3 years of Customer Service Knowledge
• 2 - 3 years job-related Reputation Management Knowledge
• Excellent Verbal & Written Communication Skills
• Analytical and Critical Thinking Ability

Applicants must be willing and able to work shifts which includes Saturdays, Sundays and Public Holidays until 09:00 pm