Social Media Customer Service Agent

Pepkor Lifestyle; Sandton; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A retail corporation in Sandton seeks a Customer Service Agent specializing in social media. Responsibilities include managing and resolving customer queries, monitoring social media comments, and collaborating with internal departments. Ideal candidates possess at least 2-3 years of experience in social media management and customer service, with strong communication skills. Join this dynamic team to enhance customer engagement and satisfaction.

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).
• Social Media Proficiency.

Responsibilities

• Promptly monitor and respond to social media comments and inquiries.
• Liaising with internal departments on resolving queries.
• Effective application of Customer Service Policy, Procedure 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

Education

Grade 12

Relevant Qualification in Media, Digital or Communications field

Tools

CRM systems

MS Office

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

• Promptly monitor and respond to social media comments and inquiries in line with the requirements and guidelines.
• Liaising with internal departments on resolving queries.
• Effective application of Customer Service Policy, Procedure and systems.
• Manage Customer centricity.
• 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