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  • Posted: Sep 14, 2021
    Deadline: Not specified
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  • The Shoprite Group of Companies, Africa's largest food retailer, operates 2,653 outlets in 15 countries across Africa and the Indian Ocean Islands and reported turnover of R71.297 billion for the six months ended December 2016. The Company's headquarters are situated in the Western Cape province of South Africa. Shoprite Holdings Ltd is a public company li...
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    Social Media Customer Engagement Officer

    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

    Method of Application

    Interested and qualified? Go to The Shoprite Group of Companies on shoprite.erecruit.co to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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