Job Summary
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 to 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
- 6 months Social Media 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
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