Social Media Customer Complaints Manager at The Shoprite Group of Companies

Job Description

Purpose

To manage the social customer engagement function in the Customer Relations Department by professionally resolving customer complaints and managing reputational risk matters on company social media platforms in order to protect the reputation of the company and its brands.

Qualifications

Essential:

• 3 years Diploma/Degree or equivalent in Social Media Communications or Journalism
• Certificate in Social Media

Experience

Essential:

• 3-5 years Customer Service/Relations
• 4-6 years Social Media Complaints Management
• 2-3 years Managing or leading a team of social media agents

Knowledge

Essential:

• 4-6 years Social Media (Blogging, Facebook, Twitter)
• 3-5 years Customer Service Complaint handling

Skills

Essential:

Written Communication Skills – English and Afrikaans
Verbal Communication Skills - English and Afrikaans
Analytical and Critical thinking
Social Media Analytics

Desirable:

Ability to identify reputational risks

JOB OBJECTIVES

People Management:

• Facilitate effective communication between team and management to ensure the best possible responses and risk handling procedures are achieved.
• Coach the team daily on how to handle social media complaints and reputational risk matters.
• Ensure effective resource management, including team scheduling.
• Manage and update all team documentation and operational guidelines to ensure the team are aligned.
• Check and monitor quality of work produced by staff.
• Ensure team meets performance KPI’s and service standards .

Customer Engagement on social media platforms:

• Combine team inputs, operational knowledge and department guidelines to ensure the best possible response and resolution is delivered for reputational issues and day-to-day customer complaints.
• Demonstrate competence and up-to-date knowledge and understanding of social media and online reputation management.
• Align digital responses with Customer Relations Policy to ensure consistency.
• Engage with customers in a professional and meaningful manner to avoid escalations and ensure timely responses to issues and concerns.
• Maintain social service levels as required by company standards.

Strategic evaluation of reputational Risk:

•  Understand, analyse and interpret reputational risks faced by a retailer on social media and make sound decisions to mitigate such risks.
• Monitor Online Reputation Management tool (ORM) on a continuous basis.
• Identify threats and opportunities in user generated content and report to relevant parties.
• Identify and execute opportunities to generate positive customer feedback.
• Adhere to reputational risk control measures within the business.

 Internal Communication:

• Clearly communicate complex issues to senior management in order to gather information to assist in handling such matters efficiently and effectively.
• Liaise with internal operational and other stakeholders to gather information about issues raised on the company’s social pages for further discussion with management in order to facilitate swift resolution of customer complaints.

Reporting:

• Report daily/weekly/monthly on any reputational risk issues, social customer interactions, trends and opportunities.
•  Report complaint trends to management so that corrective action can be taken in the business.
• Compile formal report on ad hoc large issues dealt with to keep management up to date. Working Hours: Monday to Friday, with ad hoc after-hours duty as dictated by issues that crop up in the normal course of work.