Role Purpose
Manage all social media channels to sustain an engaging Client experience and increase audience satisfaction. To receive, analyze and respond to Client Queries and complaints on all the social media
Platforms, including and not limited to Web chats ,WhatSapp, Email, Facebook, Twitter, Instagram and LinkedIn.
Responsibilities for the Non-Voice Customer Service Job
Oversees all company’s social media platforms accounts management
Develops engaging, creative and innovative responses to clients interactions and enlighten audiences
Co-ordinates social media messaging to resolve client complaints and enquiries within the agreed SLA
Audits and analyses social media presences, including digital advertising costs and returns
Analyses social media campaigns with tracking systems to gather visitor data and determine efficacy and areas for social media improvement
Works with other departments to develop , manage escalations on social media within defined timelines
Monitors and develops performance reports and maintain a log of client queries and activities
Good command of written language in English and Kiswahili
Identify and escalate high level complaints or any issues which may put the business in disrepute/which could result in brand damage
Develop a friendly rapport with customers in 140 characters or less.
Qualifications for the Non-Voice Customer Service Job
Graduate from recognized university
Excellent exposure to Digital environment
Proficient in the use of Microsoft Office suite and packages
Key Competencies.
Customer Service orientation
Data entry skills
Listening skills
Excellent writing skills
Negotiation skills
Adaptability
Effective time management
Attention to detail and Analytical
Good Interpersonal relationships
Ability to Multi-task
Ability to write, think and work quickly without losing focus
Passionate in a Client services environnement
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