Customer Service Specialist at Shoprite

Purpose

To provide daily support to the Customer Relations Manager with regards to monitoring social media platforms and responding accordingly and interact daily with customers and other relevant stakeholders.

Qualifications

Essential:
Certificate in Social Media

Desirable:
•Diploma/Degree or equivalent in Social Media, Marketing, Communications

Experience

Essential:
Social Media Customer Service: 2 – 3 years with Diploma / Degree or 3-5 years with Certification
2-3 years Customer Relations/Complaints

Desirable:
• 2-3 years CommunicationsKnowledge Essential:
2-3 years Social Media (Blogging, Facebook, Twitter)
Customer Service

Skills

Essential:
•Written Communication Skills – English and Afrikaans
•Verbal Communication Skills – English and Afrikaans
•Analytical and Critical thinking

Desirable:
Social Media Analytics/Adobe Social

Job objectives:

(1)Social Media Communication and Customer Engagement:
•Demonstrate competence and up-to-date knowledge and understanding of social media
•Align digital responses with Customer Relations 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)Risk Control:
•Monitor Online Reputation Management tool (ORM) on a continuous basis
•Identify threats and opportunities in user generated content and report to relevant parties
•Identify and execute opportunities to generate positive customer feedback
•Adhere to reputational risk control measures within the business

(3)Internal Communication:
•Liaise with internal departments and operations as required in order to facilitate swift resolution of customer complaints
•Maintain social service levels as required by company standards
•Liaise with operational and other stakeholders to gather information about issues raised on the company’s social pages for further discussion with management
(4)Reporting:
•Report daily/weekly on any reputational risk issues
•Report complaint trends to management so that corrective action can be taken in the business
•Draft monthly report about social customer interactions, trends and opportunities

WORKING HOURS:
Must be able and willing to work on any day of the week, including Saturdays and Sundays on rotational basis. Evening work between 17h00 -21h00 is also expected