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Closes*> December 10, 2020
Workforce Recruitment Services
### Job Description
Our client, a leading telecommunication Service provider is seeking energetic,
aggressive, and self-motivated and result oriented individuals to join its
team in the position mentioned below to work under its Customer Experience
Department
Position SOCIAL MEDIA AGENT
Resolution of customer complaints, queries and requests received through
Social Media channels (Facebook, Twitter, Emails), own and deliver CSAT/NPS
KPI for Social Media and reduction in Calls/Visits at traditional channels for
specific call drivers which are managed through Social Media
*>
REPORTING TO THE *> RETAIL DIGITAL EXPERIENCE MANAGER*> , THE ROLE WILL BE
RESPONSIBLE FOR
> Social Media Experience
> Ensure customers who are sending complaints and enquiries though the following channels are assisted effectively and responded to within set timelines (queuing time and handling time)
> Customer care email
> Premier email
> 51111 SMS short code
> Any new channels that may be created in the future.
> Reduction in Calls/Visits at traditional channels for specific call drivers which are managed through Social Media
> Achieve targets for CSAT/NPS for Social Media Channels
> Support customers who use 51111 SMS channel
RELATED JOB REQUIREMENT / QUALIFICATION
Educational Qualifications & Functional / Technical Skills
> University degree in IT related field
> Excellent knowledge in customer experience discipline/profession
> Excellent product knowledge
> Ability to demonstrate resourcefulness
Relevant Experience (Type of experience and minimum number of years)
> 1+ year in customer service
> 1+ year with Back Office experience
> Exceptional communication skills
> Good command of English and Chichewa (spoken and written)
> Able to work under pressure
*>
Other requirements (Behavioural etc.)
> Able to operate under minimum supervision.
> Self-motivated, enthusiastic, energetic
> Passionate about and familiar with various social media platforms
> Attention to detail
> Confident, assertive
> Approachable, customer focused
> Team player
> High personal standard and goal oriented
How to apply
Suitable candidates are required to send their Applications & Curriculum Vitae
to
Send your Application Through
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Email applications.workforce@gmail.com
Jobs in Lilongwe Malawi Workforce Recruitment Services Jobs in Lilongwe Social Media Agent Jobs in Lilongwe at Workforce Recruitment Services Social Media Agent Employment opportunities Workforce Recruitment Services
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