Social Media Administrator

PURPOSE OF ROLE
A Social Media Administrator will be responsible for ensuring that all Social Media enquiries and queries are responded to and addressed timeously and accurately within the stipulated time frames.

Should take a proactive role in learning about the client's business needs and company culture and provide a high level of service.

RESPONSIBILITIES

1. Ensure that all enquires are acknowledged upon receipt within 24 working hours.
2. Ensure that all Google Business Account queries and enquiries are responded to timeously.
3. Ensure that all queries are properly channeled to back office and that the member is kept up to date on the progress of the query.
4. Manage telephonic engagement with members where enquiry is not clear to ascertain the purpose of the query.
5. Act as a liaison between the members of the Fund and the Fund's other service providers in receiving claims queries, escalations, and ensuring that they are processed timeously.
6. Identify the source of the query by identifying all parties to a complaint and ensure that the relevant information is sought from all parties.
7. Provide accurate query responses within the stipulated timelines.
8. Control the outcome of the queries and ensure it is resolved.
9. Deal with the Board of Trustees and other stakeholder queries.
10. Handle day-to-day member queries telephonically and via emails.
11. Provide a weekly report/update of all complaints and queries to Management.
12. Provide monthly reports for the relevant stakeholders.

REPORTING AND ADMIN
Submit daily and weekly reports including any ad-hoc reports as and when required by the business.

RELATIONSHIP MANAGEMENT
Strictly adhere to the rules and policies of the Fund, legislation, administration procedures, and service level agreements. Maintain and improve quality results by adhering to standards and guidelines; recommend improved procedures. Attend internal and external training required.

TIME MANAGEMENT
Excellent time management. Flexible and ability to work under pressure and multitask.

PETENCIES REQUIRED
Matric, Communication (Written and Verbal), English (Business writing and email etiquette), Stakeholder management (CRM), Industry knowledge and at least 2 years Industry experience, Accuracy and attention to detail, Judgement and Decision Making, Working under pressure and Deadline driven, Organizational skills / Planning and prioritizing, Interpersonal skills, Setting goals, Cross team collaboration, Innovation, Management of time, Customer service.

QUALIFICATIONS
Matric, Basic industry knowledge, Excel – intermediate, Time management / Planning, Customer Services.

ORGANIZATIONAL VALUES
Ensure adherence to all organizational objectives. Devote the whole of your time, attention, and abilities during working hours to discharge your duties with strict accuracy. Use your best endeavors to properly conduct, improve, extend, develop, promote, protect, and preserve the business interest, reputation, and goodwill of the company. Perform any other duties as determined by the business needs and participate in all organizational events as required. Be a team player at all times, meaning work well with your colleagues. Treat all colleagues and clients with respect. Build and maintain relationships at all levels with internal departments to enhance organizational effectiveness and efficiency. Do your work with integrity at all times.