Job Description

Job Summary

The Social Media Customer Engagement Team Leader assists and supports the Social Media Customer Engagement Manager with managing the social customer care function according to agreed standards, and promoting and protecting the groups reputation within social communities.

Job Objectives

1. Customer Engagement on social media platforms:

• In collaboration with the Social Media Customer Engagement Manager, combine team inputs, operational knowledge and department guidelines to 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 and the Social Media Customer Engagement Manager to resolve customer complaints and questions.
• Demonstrate competence and up-to-date knowledge and understanding of social media and online reputation management.
• Align digital responses with corporate stance and Customer Care Policy to ensure consistency.
• Engage with customers in a professional and meaningful manner to avoid escalations and ensure timely responses to issues and concerns.
• Maintain social service levels as required by company standards.

2. Assist with the strategic evaluation of reputational risk:

• Analyse and interpret reputational risk faced on social media and provide input/recommendations to mitigate such risk.
• Display strategic insight into developing trends that pose a risk to corporate reputation.
• Monitor Online Reputation Management tool (ORM) as well as strategic external pages on a continuous basis.
• Identify trends, threats and opportunities in user generated content and report to relevant parties.
• Identify and recommend opportunities to generate positive customer feedback.
• Adhere to reputational risk control measures within the business.

3. Internal Communication:

• Clearly communicate complex issues to line manager and senior department management as required in order to get guidance on handling such matters efficiently and effectively.
• Liaise with internal operational and other stakeholders to gather information about issues raised on the company's social pages for further discussion with management in order to facilitate swift resolution of customer complaints.

4. Reporting:

• Report daily/weekly/monthly on any reputational risk issues, social customer interactions, trends and opportunities.
• Report complaint trends to management so that corrective action can be taken in the business.
• Compile formal report on ad hoc large issues dealt with to keep management up to date.
• Assist with the final review of reports, written content or responses for serious issues.
• Assist with all disciplinary and performance management processes.
• Assist the Social Media Customer Engagement Manager with team information/alerts/briefs, and daily updating of the roster and attendance register.

5. Agency Management:

• Manage all communication between the agency and the group
• Provide briefs to the agency to enable accurate first-line responses.
• Responsible for monitoring quality of agency responses and engagements to ensure that the required standards are met and adhered to.
• Ensure the agency team drive and information are regularly updated

Qualifications

• Diploma / NQF level 6, Bachelors Degree (3 years) / NQF level 7 in Communication/Social Media/Journalism

Experience

• At least 3 years Editorial Media journalism
• At least 3 years Social Media Complaints Management

Knowledge and Skills

• Good command of English, Afrikaans and African Languages: must understand, written and speak equally
• Analytical and Critical thinking
• Social Media Analytics Social Media (Blogging, Facebook, Twitter)
• Customer Service Complaint handling
• Reputation Management (Advantageous)

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