Job description

Good MorningWe are looking for an ambitious, customer-centric person to join our social customer service team. The position is full time and based in Somerset West, however there may be travel requirements at times (CT and JHB). You will work within a team and will need to be reliable, honest, and hard working. Your success will be measured by our client’s growth and reputation improvements.You will be instrumental in assisting our current client base with customer reputation management. This would involve assisting the social account managers with the inbox, messenger and website chat responses, ensuring customers feel looked after (online) with all responses being considerate and timely. A good command of the English language required with a 2nd language to your advantage (spelling errors and grammatical mistakes cannot be accepted).Main duties include:

• Social media responses to customers (we need to improve our response times and create a voice for the brand)
• Ensure a positive customer experience – in-depth knowledge of customer needs
• Promote and maintain a positive and professional yet fun image of the company
• Issue resolution: investigate and resolve customer issues as required (via contact with social team and/or store)
• Manage the chat messages on the website (chat is built in and occasional pre-sales messages arise)
• Communicate with the staff in all branches if additional information is needed
• Manage content on the website (products and blogs) – you will have a team of writers and designers to manage
• Meet with existing suppliers, ensure products ranges are correct, and assist in creating campaigns
• Secret shopper: assist brick and mortar stores in improving the physical customer experience

Company Description

A digital marketing and software company.

Requirements

Neccessities:

• English speaking (fluent), additional languages to your advantage
• Social media platforms and websites (knowledge on Instagram, Facebook, Twitter and YouTube)
• A Matric certificate with fair grades (additional degrees/courses/diplomas are to advantage)
• Experience within customer service or willingness to learn.
• Peoples person, considerate, friendly, and reliable
• Strong problem-solving skills and attention to detail
• Openness to learning about new tech, software, and platforms
• Tech-savvy and an out-of-the-box thinker
• Excellent written and verbal communication, great listening skills
• Work well under pressure
• Ability to adapt in a changing work environment
• Computer skills (MS Word, Outlook, Power Point, etc.)
• Clear criminal record (non- negotiable)
• Driver’s license and own vehicle
• Presentable and approachable

Nice to have:

• Design experience (Adobe suite, Corel, etc..)
• Software/platform knowledge (Eclincher, Mail chimp, Sendinblue, Gleam, Canva, etc..)
• Proven customer service record
• Sales/retail background

Posted on 28 Jul 08:52