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Online Community Manager

Remuneration:Negotiable depending on experience 
Benefits:Provident fund with contribution, medical insurance - self funded, discount on groceries
Location:Cape Town, Brackenfell
Education level:Diploma
Job level:Junior/Mid
Type:Permanent


Job description

We are recruiting for an online community manager for the retail industry. It combines customer support and customer relationship management. You will be responsible to responding and managing all customer complaints for four brands, that comes through online channels, including resolution, finding conversations and encouraging positive dialogue online about the brands.

As an advocate of the brands, it is not enough to simply respond to every customer’s comment, you need to develop the community by participating in the discussions and leading the conversation to include our brands which will recruit more community members. You need to understand what motivates customers and build trust.

The better we keep up our relationship with our customers, fans and followers, the more successful the average week could include: Discussing a fan’s tasty fresh smoothies, made from our ingredients to dealing with daily complaints sent to stores and being able to manage the pressure in a potential PR crisis.

Location

Based in Brackenfell, Western Cape, office-based position. If you are applying outside of Cape Town, provide a clear intention and plan to relocate.

Unique to the role, you will work between the marketing department and customer care department, and report to the head of digital marketing.

To apply, please email us on , with an introduction in the body of the email and a CV attached. You will need to complete the assessment that will be emailed to you. Only applicants that complete the initial assessment will be considered. Please note if you do not get a reply from us, you have not been successful in the application.

Requirements

Minimum requirements
  • Tertiary education
  • Customer support or community manager experience
  • Social media experience (working knowledge of platforms)
  • Proficient in MS Outlook, MS Excel and the G-Suite
  • Good communication skills
Key responsibilities
  • Replying to customers on all online platforms for three brands
  • To understand the tone of the brands and communicate accordingly
  • One x after-hours monitoring of social channels as part of a shift rotation (maximum once a month)
  • Find conversations and mentions about the brand
  • Recording these compliments or complaints both for reporting and distribution to the stores and management teams
  • Replying and engaging community members
  • Encouraging positive discussions about the brands
Advantageous:
  • Read three South Africa languages
Person spec:

You enjoy customer care, you enjoy problem-solving, where every day is not the same and you can work professionally and be able to accept that a complaint to the brand, is not a personal insult to you.
  • Social listening experience
  • Must be knowledgeable about food
  • Interested and up to date on pop culture
  • Have patience
  • Enjoy people
  • While a keyboard warrior, be comfortable to call customers over the phone
  • Speed and efficiently in a fast-paced FMCG environment
  • Be a hard worker (this is every employer’s wish list, but you will join a team that gives 150%, and it is a tough job, so best we put this out up front!)


Posted on 10 Mar 08:28

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