Customer Service Consultant – Social Media APPLY NOW

Customer Service
8 Jan 2024
Full time


Deliver an exceptional customer experience by assisting customers in resolving queries via all Social Media Platforms. Achieve service levels in compliance with company directives.


  • Responsible for the resolution of customer queries with high professionalism
  • First response on social media platforms such as Facebook, Twitter, Instagram etc.
  • Secondary response - emails and telephonic
  • Understanding and ownership of customer queries and complete management of the process to resolve issues escalated
  • Assist and resolve incidents according to processes and procedures.
  • Ensure excellent customer service and effective and efficient problem-solving
  • Preserve and build relationships with customers and other stakeholders on behalf of the business.
  • Effectively follow up on emails etc. including other key commitments made to clients.
  • Reduce escalated incidents in line with SOPs and policy.
  • Provide exceptional support in writing
  • Submit reports including progress reports and analysis of information and statistics.
  • Data capture customer info, escalated incidents and the processing of the ticket data
  • Product knowledge in order to be able to answer all questions that may arise.
  • Processing orders, forms, applications, and requests
  • Keeping records of customer interactions, transactions, comments, and complaints
  • Communicating and coordinating with colleagues as necessary
  • Providing feedback on the efficiency of the customer service process
  • Ensure customer satisfaction and provide professional customer support across the board.
  • Reporting on customer queries and informing line manager of escalations


  • Must have matric (higher education advantageous)
  • 1 - 2 years of call centre experience or 1-2 years of customer service correspondence
  • Excellent comprehensive skills
  • Excellent writing, reading and typing skills
  • Be Social savvy
  • Must be familiar with help desk applications


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