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:  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