Social Media Co-ordinator - JHB

Frogfoot Networks (Pty) Ltd; Gauteng; On-site; ZAR 180,000 - 280,000; Full time

Job summary

Frogfoot Networks is seeking a Social Media Co-ordinator to join the Customer Experience Team. You will manage our social channels, respond to inquiries with empathy, and help protect a positive online reputation.

You’ll work with Customer Service, Marketing, PR and Content teams to keep messaging clear, resolve issues quickly, and engage with communities across Facebook, Instagram, LinkedIn, TikTok and X. Experience in social media support or online communities and familiarity with tools like

Qualifications

• Experience in social media support or online community-facing role.
• Experience responding to customer questions, feedback and complaints in a professional and helpful way.

Responsibilities

• Engage with customers across social media platforms, responding to comments and messages promptly and professionally.
• Listen to customer concerns, acknowledge complaints and work towards effective resolutions.
• Provide helpful information about Frogfoot’s products and services using product knowledge.
• Maintain a positive online community with respectful, empathetic language.
• Collaborate with Customer Service and other teams to ensure support follow-up.
• Record customer interactions and communicate recurring issues to relevant teams.
• Share feedback to improve service and processes.
• Support Messaging with Marketing, PR and Content teams for consistency across channels.
• Stay updated on social media platforms, trends, tools and best practices.
• Communicate with customers through channels like phone, email, voice and chat as required.

Skills

Social media management

Customer service

Written communication

Verbal communication

Empathy

Problem solving

Organization

Multitasking

Independence

Team player

Tools

Hootsuite

Buffer

Sprout Social

Job description

At Frogfoot is in search of a Social Media Co-ordinator to join the Customer Experience Team.

Purpose of the Role

At Frogfoot, our customers and online community matter. As our Social Media Co-ordinator, you’ll help manage our social media presence, engage with customers and followers, and protect a positive online reputation. You’ll respond to questions and concerns with empathy, clear communication, and practical solutions, helping customers feel heard and supported while strengthening their experience with Frogfoot.

Key Responsibilities

• Engage with customers across our social media platforms by responding to comments, messages, mentions, and enquiries promptly and professionally.
• Listen to customer concerns, acknowledge complaints and work towards effective resolutions.
• Provide helpful information about Frogfoot’s products and services, using your product knowledge to answer questions accurately.
• Keep a positive, welcoming online community by using respectful, empathetic, and constructive language—even in challenging conversations.
• Work with Customer Service and other teams to follow up on issues and make sure customers receive the support they need.
• Record customer interactions and complaints accurately, and keep relevant teams informed of recurring issues or feedback.
• Share feedback on customer experiences and suggest ways to improve our service and support processes.
• Work with Marketing, PR and Content teams to help keep our messaging clear and consistent across channels.
• Stay up to date with social media platforms, trends, tools and best practices.
• Communicate with customers through other support channels, such as phone, email, voice and chat, where required.

What You’ll Need to Know

• Social media platforms such as Facebook, Instagram, LinkedIn, TikTok and X (formerly Twitter).
• The basics of customer experience and what good customer service looks like.
• An understanding of telecoms and fibre networks, or the willingness to learn about Frogfoot’s products and services.
• How to communicate clearly and professionally with customers across different channels.

Experience That Will Set You Apart

• Experience in customer service, social media support or an online community-facing role.
• Experience responding to customer questions, feedback and complaints in a professional and helpful way.
• Experience using social media management tools such as Hootsuite, Buffer or Sprout Social.
• Experience working with different teams to resolve customer issues and keep communication consistent.

Skills That Will Help You Succeed

• Strong written and verbal communication skills, with an ability to explain information simply and clearly.
• A people-first attitude, with patience, empathy and a genuine desire to help customers.
• Good problem-solving skills and the confidence to take responsibility for following issues through.
• The ability to stay calm and professional when dealing with upset, rude or challenging customers.
• A positive approach and the ability to choose respectful, constructive language.
• Strong organisation skills, attention to detail and the ability to manage several conversations at once.
• Creative thinking and an interest in finding engaging ways to connect with online audiences.
• The ability to work independently while also being a supportive team player.
• Good judgement, adaptability and a commitment to professional and ethical conduct.

A Few Things to Keep in Mind

Every customer interaction is an opportunity to make a positive difference. We’re looking for someone who takes ownership, treats people with respect, and helps turn questions or concerns into better customer experiences. You’ll be part of a team that works together to keep our customers connected and the Frogfoot community thriving.