Description:
Title: Social Media Support Customer Service Representative
Role description and duties:
Deliver an exceptional customer experience by assisting customers in resolving queries via all Social Media Platforms. Achieve service levels in compliance with company directives.
Duties and responsibilities:
Responsible for resolution of customer queries with high professionalism First response on Social media platforms such as Facebook, Twitter, Instagram etc. Understanding and ownership of customer queries and complete management the process to resolve issues escalated. Assist and resolve incidents according to processes and procedures. Ensure excellent customer service and effective and efficient problem-solving. Preserve and build relationship with customers and other stakeholders on behalf of the business. Effectively follow up on emails etc. including other key commitments made to clients. Reduce escalated incidents in line with SOPs and policy. Provide exceptional support in writing Submit reports including progress reports and analysis of information and statistics. Data capture customer info, escalated incidents and the processing of the ticket dataRequirements:
Matric/NQF Level 4 Equivalent Excellent comprehensive skills Excellent writing and reading skills Excellent typing skills Be social savvy Previous experience is advantageous Leadership and communication skills Good presentation skills both verbally and written Stable internet connection at home 6 months Customer service experience 6 months Social Media ExperienceSalary and rates including allowances, incentives: R35 per Hour for the first 3 months' probation - once deemed competent you will earn a basic salary of R7 000.00 per month
Days & times of work:
The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – 365 days a year, including public holidays