Social Media Liaison

Herotel; Mbombela; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading telecommunications company is seeking a Social Media Liaison in Mpumalanga, South Africa. The role involves managing customer interactions on social media, ensuring a strong online presence, and supporting marketing initiatives. Ideal candidates will have excellent communication skills, a customer-first mindset, and an understanding of social media operations. Previous experience in customer service is a plus. This position may require shift work, including evenings and weekends.

Qualifications

• Fluency in English and local languages required.
• Previous experience in customer service is an advantage.
• Willingness to work shifts, including evenings and weekends.

Responsibilities

• Monitor and respond to customer queries on social media.
• Assist in scheduling content for campaigns and updates.
• Maintain consistent brand voice across platforms.

Skills

Excellent written and verbal communication skills

Customer-centric mindset

Strong attention to detail

Proficiency in social media management tools

Ability to manage multiple conversations

Education

Matric (Grade 12)

Certification in social media or digital marketing

Tools

Meta Business Suite

Job description

Overview

Applications are invited for the Social Media Liaison position to be based in North of South Africa.

Purpose of the role:

A customer-focused position to support our online presence across social media platforms. This role is ideal for someone with strong communication skills, a customer-first mindset, and the ability to effectively escalate issues and manage customer expectations. This person will ensure our customers feel heard, informed, and valued.

Responsibilities

• Monitor and respond to customer queries, comments, and complaints on all social media channels (Facebook, Twitter / X, Instagram, Google, etc.) and local WhatsApp groups in a timely and professional manner
• Escalate technical issues, service disruptions, or complaints to the relevant internal teams and follow through to resolution
• Assist in the scheduling of engaging content to support campaigns, product launches, and service updates
• Maintain a consistent brand voice across all platforms
• Track and report on social media engagement and customer sentiment
• Support broader marketing or communications initiatives as needed
• Stay up to date with platform updates, social media trends, and best practices

Qualifications

• Excellent written and verbal communication skills with fluency in English and local languages.
• Must be customer-centric with the ability to remain calm and professional, even under pressure.
• Must have a keen interest in social media in general, and an understanding of how the different systems operate.
• Basic understanding of major social media platforms and how they are used for customer engagement.
• Proficient in basic computer skills and social media management tools (e.g. Meta Business Suite or similar platforms).
• Previous experience in customer service or community management is an advantage.
• Willingness to learn and grow in a fast-paced, dynamic environment.
• Strong attention to detail and ability to manage multiple conversations simultaneously.
• Responsible and reliable with good time management.
• Team player who takes initiative and shows a willingness to assist others.
• Must be willing to work shifts, including evenings and weekends.

Education Requirements

• Matric (Grade 12) or similar.
• Short courses or certification in social media and communications management, digital marketing, or customer service will be advantageous.

Important notices

• Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel's Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
• Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.