Social Media Contact Centre Agent – Sandton

Job Summary:
We are seeking a highly motivated and customer-focused individual to join our team as a Social Media Contact Centre Agent. The ideal candidate will be responsible for managing customer interactions across various social media platforms and providing timely and effective resolution to inquiries and concerns.

NB:  this role involves shift work, and the successful candidate will have a valid driver’s licence and their own reliable vehicle.

Roles and Responsibilities:
1. Monitor social media platforms for customer inquiries and feedback.
2. Respond to customer messages, comments, and reviews in a professional and timely manner.
3. Engage with customers to build rapport and address any issues or concerns raised.
4. Collaborate with other team members to ensure consistent messaging and responses across all platforms.
5. Escalate complex or unresolved issues to appropriate departments for further assistance.
6. Identify trends and patterns in customer feedback to improve overall customer satisfaction.
7. Maintain up-to-date knowledge of products, services, and company policies to provide accurate information to customers.
8. Provide proactive outreach to customers through social media to promote products or services.
9. Assist with social media marketing campaigns and initiatives as needed.

Qualifications and Skills:
1. Minimum of National Diploma.
2. Experience in customer service or social media management preferred.
3. Strong written and verbal communication skills.
4. Ability to work well under pressure and handle multiple tasks simultaneously.
5. Proficiency in using social media platforms such as Facebook, X, Instagram, and LinkedIn.
6. Excellent problem-solving skills and attention to detail.
7. Knowledge of customer relationship management systems is a plus.
8. Ability to work flexible hours, including nights and weekends.