Digital Community Specialist

TooMuchWifi

Location: Cape Town, Western Cape

Permanent

What we are looking for

We are seeking a highly motivated and customer-centric individual to join our team as a Digital Community Specialist. This individual needs to be content focused with the ability to adapt to different situations. This role will report to the Marketing Manager.

What you will be doing

  • Understanding Products and Services:
    • Develop a comprehensive understanding of the company’s products and services to effectively assist customers.
  • Customer Communication:
    • Communicate with current and potential customers via various channels, including telephone, Chatwood, Turn.io, Vertex (Company & internal systems), Social Media, and other Customer Management systems.
  • Social Media Management:
    • Stay updated on Social Media trends, language, and community management practices.
    • Respond to Facebook Comments and Messages, Google My Business Messages, Hello Peter interactions, Google Reviews, and Instagram Comments and Messages.
  • Phone Communication:
    • Make phone calls to service clientele and follow up with customers’ scheduled appointments.
  • Issue Resolution:
    • Listen attentively to customer questions and concerns, responding promptly with resolutions according to company guidelines.
    • Resolve customer complaints and queries, mitigating escalations and providing solutions on social media platforms and phone calls.
  • Customer Account Management:
    • Capture information to create, update, or adjust customer account information on Vertex or any other Customer Management system.
  • Product and Service Recommendations:
    • Suggest products and services to customers based on their requests and needs.
  • Relationship Building:
    • Build sustainable relationships with customers, going the extra mile to engage and ensure satisfaction.
  • Target Achievement:
    • Meet personal and team qualitative and quantitative targets/Key Performance Indicators set by the Marketing Department.
  • Record Keeping:
    • Keep records of all conversations in the contact centre database in a comprehensible manner.
  • Team Collaboration:
    • Attend all performance review meetings, team meetings, and other scheduled sessions as requested by Management.
  • Customer Connection:
    • Follow up with finances on payment, communicate with relevant teams to schedule installations/maintenance, and troubleshoot customer issues end to end.

Required Qualifications

  • Matric (minimum requirement).
  • A relevant college or university degree in business, sales, customer service, marketing or related field of study is an advantage.

Required Skills and Experience

  • 2+ years’ experience in a contact centre (Sales, Service & Marketing) environment or any prior experience working in call centres or as an at-home customer service agent.
  • Previous experience in customer service, community management and/or social media roles. 
  • Familiarity with Customer Management systems, including Vertex, Meta and GMB.
  • Excellent communication skills, both written and verbal in two languages.
  • Ability to multitask and prioritise in a fast-paced environment.
  • Proficiency in using social media platforms and responding to comments and messages.
  • Problem-solving skills and the ability to de-escalate stressful situations.
  • Knowledge of social media products, services and trends.
Apply here