Social Media Engagement Specialist

Placements24; Centurion; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Placements24 in Centurion, Gauteng, is seeking a Social Media Engagement Specialist to manage online communities across major platforms from our Centurion office. You will craft timely responses, maintain brand voice, and nurture relationships with customers and advocates.

The role emphasizes strong written communication, social listening, and proactive issue resolution to boost satisfaction and brand loyalty.

Qualifications

• Proven experience in social media or community management.
• Excellent written and verbal English communication.
• Familiar with social media monitoring tools.
• Office-based full-time in Centurion, Gauteng.

Responsibilities

• Monitor social media channels (Facebook, Instagram, Twitter, LinkedIn, etc.) for mentions, comments, messages, and reviews.
• Respond to customer inquiries, comments, and feedback in a prompt, friendly, and professional manner, adhering to brand guidelines.
• Engage with followers, initiate conversations, and foster a sense of community around the brand.
• Identify and elevate customer issues or complaints to relevant departments for resolution.
• Track and report on social media engagement metrics, sentiment analysis, and key trends.
• Collaborate with the marketing and customer service teams to ensure consistent brand messaging and customer support.
• Proactively identify opportunities to enhance customer satisfaction and brand perception through social interactions.
• Assist in the development of social media response protocols and FAQs.

Skills

Social media management

Community management

Customer service

English communication

Problem solving

Organizational skills

Tools

Hootsuite

Sprout Social

Job description

About the Role

Our client is looking for a vibrant and responsive Social Media Engagement Specialist to manage their online community interactions. This position is office-based in Centurion, Gauteng, ZA , requiring a dedicated presence to foster strong relationships with customers and brand advocates. You will be the voice of our client across social media platforms, responsible for responding to comments, messages, and reviews in a timely and professional manner. This role is crucial for building brand loyalty, managing online reputation, and gathering valuable customer feedback. The ideal candidate is an excellent communicator, adept at social listening, and passionate about creating positive customer experiences in the digital space. This is a fantastic opportunity to become an integral part of our client's customer service and community management efforts.

Key Responsibilities

• Monitor social media channels (Facebook, Instagram, Twitter, LinkedIn, etc.) for mentions, comments, messages, and reviews.
• Respond to customer inquiries, comments, and feedback in a prompt, friendly, and professional manner, adhering to brand guidelines.
• Engage with followers, initiate conversations, and foster a sense of community around the brand.
• Identify and elevate customer issues or complaints to relevant departments for resolution.
• Track and report on social media engagement metrics, sentiment analysis, and key trends.
• Collaborate with the marketing and customer service teams to ensure consistent brand messaging and customer support.
• Proactively identify opportunities to enhance customer satisfaction and brand perception through social interactions.
• Assist in the development of social media response protocols and FAQs.

Requirements

• Proven experience in social media management, community management, or customer service roles.
• Exceptional written and verbal communication skills in English.
• Deep understanding of various social media platforms and their respective audience engagement strategies.
• Experience with social media monitoring and management tools (e.g., Hootsuite, Sprout Social).
• Ability to remain calm and professional under pressure, handling customer complaints effectively.
• Strong customer service orientation and a passion for building positive relationships.
• Excellent problem-solving skills and the ability to think on your feet.
• Detail-oriented with strong organizational skills.
• Familiarity with e-commerce operations is a plus.
• Must be available to work full-time in our Centurion, Gauteng, ZA office.

Benefits

This role offers a competitive annual salary and the opportunity to work within a supportive and collaborative team environment. You will gain valuable experience in community management and customer relations for a growing e-commerce business. Our client provides a stable work environment with opportunities for professional development and career progression. Being office-based in Centurion, Gauteng, ZA , allows for direct team interaction and mentorship. Join us and become a key player in shaping our client's online community and customer satisfaction.