The Role:
The Customer Experience Representative responds to our clients’ fans and followers comments on social media in a friendly tone of voice.
The Tasks:
- Respond to comments and posts received on social media pages within a stipulated time frame and in a tone of voice stated by the company
- Schedule/publish content provided by the Creative team on all the relevant social media networks and websites
- Boost/sponsor content on social media networks to the target consumer using a stipulated budget
- Source correct answers to fans/followers questions that might not be in a client’s Frequently Asked Questions (F.A.Q.) document and subsequently update the client’s F.A.Q. for future use. This includes but is not limited to product/service info, campaign info, special offers and any other information necessary to provide accurate answers
- Monitor the performance of boosted/sponsored content and make adjustments to optimize its performance
- Provide feedback and advice to the Digital Content Producers on content ideas based on the results of boosted/sponsored content
- Listen to social media conversations using specific hash tags and software provided by the company and respond to said conversations
- Prepare reports on social media activity for each client
Entry Requirements:
- An excellent command of the English language
- A distinction in English Language and/or Literature
- Proofreading and editing skills
- Ability to create, compose, and edit written material
- Ability to write simply with a conversational style
- Ability to effectively manage time and schedules
- Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community