Social Media Customer Engagement Manager / Communications Specialist
Cape Town
4d ago
source :
  • Cape Town - The purpose of the Social Media Customer Engagement Manager role is to leverage social media platforms to connect with our client'
  • s customers. The role engages in both tactical and strategic external listening to shape customer communication. We are looking for candidates with relevant experience or who has Corporate Communication Management experience.

    Responsibilities : Ensure the best possible response and resolution is delivered for reputational issues and day-to-day customer complaints.

    Work in conjunction with Customer Relations function to resolve customer complaints and questions.Align digital responses with corporate stance and Customer Care Policy to ensure consistency.

    Professional and meaningful customer engagement.Maintain social service levels as required by company standards.Apply up-to-date knowledge and understanding of social media and online reputation management.

    Analyse and interpret reputational risk faced on social media and make sound decisions to mitigate such risk.Monitor the Online Reputation Management tool (ORM).

    Adhere to reputational risk control measures within the business.Clearly communicate complex issues to senior department management for guidance in handling such matters efficiently and effectively.

    Liaise with internal operational and other stakeholders.Final review of reports, written content or responses for serious issues.

    Report daily / weekly on any reputational risk issues and complaint trends.Draft monthly report about social customer interactions, trends and opportunitiesPeople ManagementRequirements : +3 years’ experience in a customer interfacing capacity within a Customer Service Centre, Contact Centre or equivalent role, managing the design, development and delivery of Social Media Customer Engagement frameworks, policies, procedures and guidelines.

    or +3 years Corporate Communications Management experience who is looking to make a change in their careerExposure to Social Media Complaints Management and oversight of leading a team of Social Media Officers, including resourcing and knowledge building advantages.

    Demonstrable knowledge of social media (Blogging, Facebook, Twitter), Reputation Management and Social Media Analytics.Exposure to statutory requirements, applying and monitoring relevant laws, regulations and best practices as they relate to customers and social media platformNeed to be on standby anytime during operating hours

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