JOB DETAILS:
Job Purpose
Responsible for growing the credibility of the company’s social media presence as a customer experience channel

Accountabilities Social Media Handling
• Work with the Social Media Manager to develop & implement the company’s overall social media strategies and tactics
• Engage online and social media audiences on a daily basis and help maintain relationships with key influencers.

• Assist with internal efforts around social media, i.e. working with internal partners and audiences across organizational business lines
• Attend to customer queries in a timely manner on the company’s Social Media platforms and manage escalations.

• Execute company’s day-to-day social media activities, including posting to, updating its social media platforms

• Monitor and track all social media initiatives and tactics implemented and develop reports on those findings

• Continue to refine and define our social care process
Reporting
• Track social media program results and report on those findings, as well as assist in active “listening” to the social media community, regularly reporting on those findings
• Analyze and report social media actions on a monthly basis for successes and new opportunities
Compliance & Adherence to Company processes
• Ensuring that all internal processes are adhered to and followed.
• Perform any other lawful duties as assigned by the supervisor or higher authorities

Decision Level
• Prime: Final Decision-Making authority, accountable to the Management
• Shared: Decisions reached jointly with peers on a collective basis

• Contributory: Makes a major contribution to a decision or policy judgment reached by others

Dimensions
Impact of position
• These should be quantifiable numerical amounts like annual budgets, opex, capex, annual revenue etc.
Impact on Customers Internal & External

Person Specification
• A minimum of a bachelor’s degree or related profession
• Technology Adaptability
• Proficient in English (oral and written) and any other Language
• Excellent knowledge of MS Office

Relevant Experience (Type of experience and minimum number of years)
• 2+ years of Customer Service experience
• Experience including but not limited to Facebook, LinkedIn, Google+, Google Communities, Twitter, Flickr, YouTube, Pinterest, and more
• Knowledge of social media and analytics software (Hootsuite, Raven Tools, Google Analytics, Facebook Insights, etc.)

Other requirements (Behavioral etc.)
• Ability to blog about social media
• Excellent communication and Interpersonal skills
• Good organizational and multi-tasking abilities
• Problem-solving skills and Customer service orientation
• High level of integrity and professionalism
• Good negotiation Skills