Social Media Agent

Job Description

Our client, a leading telecommunication Service provider is seeking energetic, aggressive, and self-motivated and result oriented individuals to join its team in the position mentioned below to work under its Customer Experience Department: 

Position: SOCIAL MEDIA AGENT

Resolution of customer complaints, queries and requests received through Social Media channels (Facebook, Twitter, Emails), own and deliver CSAT/NPS KPI for Social Media and reduction in Calls/Visits at traditional channels for specific call drivers which are managed through Social Media


REPORTING TO THE
RETAIL DIGITAL EXPERIENCE MANAGER , THE ROLE WILL BE RESPONSIBLE FOR: 

  • Ensure customers who are sending complaints and enquiries though the following channels are assisted effectively and responded to within set timelines (queuing time and handling time):
    • Facebook
    • Twitter
    • Customer care email
    • Premier email
    • 51111 SMS short code
    • WhatsApp
    • Any new channels that may be created in the future.
  • Reduction in Calls/Visits at traditional channels for specific call drivers which are managed through Social Media
  • Achieve targets for CSAT/NPS for Social Media Channels
  • Support customers who use 51111 SMS channel

RELATED JOB REQUIREMENT / QUALIFICATION 

Educational Qualifications & Functional / Technical Skills

  • University degree in IT related field
  • Excellent knowledge in customer experience discipline/profession
  • Excellent product knowledge
  • Ability to demonstrate resourcefulness

Relevant Experience (Type of experience and minimum number of years)

  • 1+ year in customer service 
  • 1+ year with Back Office experience
  • Exceptional communication skills
  • Good command of English and Chichewa (spoken and written)
  • Able to work under pressure


Other requirements (Behavioural etc.)

  • Able to operate under minimum supervision. 
  • Self-motivated, enthusiastic, energetic 
  • Passionate about and familiar with various social media platforms
  • Confident, assertive
  • Approachable, customer focused 
  • Team player 
  • High personal standard and goal oriented

How to apply


Suitable candidates are required to send their Applications & Curriculum Vitae to:

Email: [email protected]

by 10th December addressed to the Human Resources Manager


Please note that only shortlisted candidates will be contacted


Skills Required


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