Social Media Customer Service Agent

Pepkor Lifestyle; Gauteng; On-site; ZAR 120,000 - 180,000; Full time

Job summary

A dynamic retail company in Gauteng is seeking an energetic Customer Service Agent to manage and resolve customer queries across social media platforms. The ideal candidate has 2-3 years of experience in social media or community management and possesses strong communication skills. This role involves liaising with internal departments and ensuring customer satisfaction through effective service.

Qualifications

• 2 – 3 years related Social Media/Community Management and Customer Services experience.
• Current knowledge of best practices for Customer Services in a retail environment.
• General Understanding of CPA (Customer Protection Act).

Responsibilities

• Promptly monitor and respond to social media comments and inquiries.
• Liaising with internal departments to resolve queries.
• Manage Customer centricity effectively.

Skills

Strong written and verbal communication skills

Conflict Management

Multi-tasking

Customer Orientation

Active Listening and Interpretation

Education

Grade 12

Relevant Qualification in Media, Digital or Communications field

Tools

CRM systems

MS Office proficiency

Job description

Introduction

Pepkor Lifestyle is looking for an energetic individual to join our dynamic team. We are looking for a Customer Service Agent, specializing in social media, to effectively manage, moderate and resolve customer queries for all prospective clients within our social media platforms.

Description

1. Promptly monitor and respond to social media comments and inquiries in line with the requirements and guidelines.
2. Liaising with internal departments on resolving queries.
3. Effective application of Customer Service Policy, Procedure and systems.
4. Manage Customer centricity.
5. Effective self-management and teamwork.

Minimum requirements

• Grade 12
• 2 – 3 years related Social Media/Community Management and Customer Services experience
• Relevant Qualification in Media, Digital or Communications field
• Current knowledge of best practices for Customer Services in a retail environment
• General Understanding of CPA (Customer Protection Act)
• Knowledge of Pepkor Lifestyle policies, practices, processes and systems
• Knowledge of CRM systems and practices
• Social Media Proficiency
• MS Proficiency
• In–depth knowledge of Pepkor Lifestyle policies, practices, processes and systems

SKILLS

• Strong written and verbal communication skills
• Personal Resilience
• Multi-tasking
• Effective Time Management
• Interpersonal skills
• Active Listening and Interpretation skills
• Conflict Management
• Ability to work under pressure

BEHAVIOURS

• Energy and Drive
• Customer Orientation
• Problem Solving
• Planning and Prioritising
• Assertiveness
• Excellence Orientation
• Following Instructions and Procedures
• Attention to detail
• Working with People
• Delivering Results and Meeting Customer Expectations