Social Media Customer Engagement Officer

Join a leading retail company in their marketing department as a Social Media Customer Engagement Officer.

Responsibilities:
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 organisational 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

Requirements
Certificate/Diploma/Degree in Social Media/Journalism/Communications/Marketing
4 - 6 years Social Media customer service
2 - 3 years of Customer relations/complaint handling experience
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
Excellent verbal and written communication skills (English and Afrikaans)
Analytical and critical thinking ability
Must be fluent in English and Afrikaans and/or any other official languages