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Job Title
Social Media Consultant
Employment Type
1 to 2 years
Job Published
26 April 2022
Job Reference No.

Job Description

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


  • 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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