Social Media Consultant

Title: Social Media Support Customer Service Representative
 
Role description and duties:
Deliver an exceptional customer experience by assisting customers in resolving queries via all Social Media Platforms. Achieve service levels in compliance with company directives.
 
Duties and responsibilities:
Responsible for resolution of customer queries with high professionalism
First response on Social media platforms such as Facebook, Twitter, Instagram etc.
Understanding and ownership of customer queries and complete management the process to resolve issues escalated.
Assist and resolve incidents according processes and procedures.
Ensure excellent customer service and effective and efficient problem-solving.
Preserve and build relationship with customers and other stakeholders on behalf of the business.
Effectively follow up on emails etc. including other key commitments made to clients.
Reduce escalated incidents in line with SOPs and policy.
Provide exceptional support in writing
Submit reports including progress reports and analysis of information and statistics.
Data capture customer info, escalated incidents and the processing of the ticket data
Requirements:
Matric/NQF Level 4 Equivalent 
Excellent comprehensive skills
Excellent writing and reading skills
Excellent typing skills
Be social savvy
Previous experience is advantageous
Leadership and communication skills
Good presentation skills both verbally and written
Stable internet connection at home
6 months Customer service experience
Salary and rates including allowances, incentives: R35 per Hour for the first 3 months probation - once deemed competent you will earn a basic salary of R7 000.00 per month

Days & times of work:
The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – 365 days a year, including public holidays