Social Media Engagement Officer
Listing reference: manco_000218
Listing status: Closed
Apply by: 9 April 2022
Position summary
Industry: Education & Training
Job category: Education and Training
Location: Durban
Contract: Fixed Term Contract
EE position: Yes
Introduction
MANCOSA a DHET registered and CHE accredited private higher education and distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available.
Social Media Engagement Officer - Durban
CORE PURPOSE
The Social Media Engagement Officer will be responsible for; monitoring the institution's social media platforms, conducting strategic external listening, engaging with customers and other stakeholders on a daily basis to resolve customer complaints (in line with Customer Care Policy) and positively influencing the social media community with regards to the reputation of the institution. The ideal candidate will have an understanding and job-related experience in social media and online reputation management.
Job description
1. Social Media Communication and Customer Engagement
· Demonstrate competence, up-to-date knowledge, and understanding of job-related social media and online reputation management
· Engage with customers in a professional, meaningful manner to avoid escalations and ensure timely responses to issues and concerns raised by stakeholders. Combine team inputs, operational knowledge, and departmental guidelines to ensure the best possible response to resolve reputational issues.
· Create and distribute student communications through various platforms whilst maintaining an updated and relevant communications calendar.
· Monitor, track and report online reviews and Supply information on student services online trends.
· Developing Student Services social media content plans and strategies monthly.
· Conduct student sentiment analysis related to Student Services and present outcomes to the Community Manager.
· Maintain levels of social service as required by organizational standards.
· Compile daily, weekly and monthly dashboard of number of queries/complaints received through digital platforms and the accompanying resolution rates.
· Supply information on student services online trends.
· Understand, analyse, and interpret reputational risks for the retailer on social media and make sound decisions to mitigate such risks.
· Work on new ways to engage the community in order to create brand love and Identify, execute opportunities to generate positive customer feedback.
· Drive dialogue with the community to find new customers and engage with old customers.
2. Adherence to processes in accordance with the departmental and institutional SOPs and rules
· Align digital responses with the Customer Care Policy to ensure consistent practices.
· Respond to customers in a timely manner with professionalism and apply great communication skills as per evaluation checklist criteria.
· Answer, reply or respond to questions and queries on online posts and content, and report to relevant departments.
· Build relationships with customers, industry professionals and Media to keep abreast with trends and channel this information back to the organization accurately.
· Stay up-to-date with digital technology trends in the industry, community both locally and internationally and develop strategy to apply the same within the organization.
3 Internal Communications
· Liaise with internal departments and operations to facilitate swift resolution of customer complaints.
· Liaise with operational and other stakeholders to gather information about trending queries within the contact centre.
· Clearly communicate complex issues to the Community Manager.
Minimum requirements
QUALIFICATIONS
· Certificate,Diploma or Degree in Social Media/Media Studies/Communications/Marketing
EXPERIENCE
· Minimum 1 years’ customer service related experience in a higher education tertiary institution
RELATED KNOWLEDGE, COMPETENCIES AND SKILLS
● 1 - 2 years Job-related Social Media Knowledge (Blogging, Facebook, Twitter)
● 1 - 2 years of Customer Service Knowledge
● 1 years job-related Reputation Management Knowledge
● Excellent Verbal & Written Communication Skills
● Analytical and Critical Thinking Ability
● Must be fluent in English and/or any other official languages
● Applicants must be willing and able to work on some Saturdays
Additional Requirements
· Willingness to work overtime when required.
· Special or ad-hoc projects may be allocated as determined by the institution's operational requirements and interdepartmental process integration requirements.
· Must be able to travel when required
