Key Responsibilities;
Addressing e-mail, web, social media enquiries and queries professionally, including but not limited to facebook, twitter, LinkedIn, WhatsApp banking, bookmarking sites.
Investigate and resolve customer queries/complaints promptly.
Record all queries received on Social Studio and provide customers with reference Numbers
All queries that are not FCR should be resolved or escalated to the relevant units- immediately
Ensure that client complaints are resolved effectively within prescribed timelines.
Ensure that laid-down procedures are adhered to while providing excellent service.
Maintain confidentiality of customer information at all times.
Support migration initiatives and generate sales leads.
Identify and recommend engagement opportunities by monitoring online conversations and social trends
Identify potential risk as early as possible and resolve/escalate
Identify, create and curate social content that results in engagements of clients.
Analyse, review and report on effectiveness of customer engagements and adjust as may be necessary
Act on data to improve capability of response, delivery of what matters and eradicate failure demand through team engagement.
In conversing with clients, identify value demand opportunities:
Ensures that all leads are logged correctly while connecting with the client and identifies demand generation opportunities.
Participates in specific campaigns and marketing activities as required.
Proactively promotes the use of multiple channels to clients
Accurately captures, updates or amends client data
Legislative compliance
Conduct a needs analysis to identify customer needs effectively when giving product advice, in line with Regulatory requirements.
Complete disclosure to the customers in terms of accreditation, service fees, and commission.
Ensure proper record keeping.
Minimum Experience and Qualification
Type of qualification: First Degree
Field of study: Any relevant field
3 – 4 Years customer facing experience with exposure to public relations and social media tools
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