Customer Support - Social Media Specialist at Chipper Cash
- Published date: June 23, 2022
- Category: Customer Service & Support
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- Location: Nairobi, Nairobi
- Jop type:
- Salary: Ksh Not mentioned
- Company name: Jobs in Kenya
Job Description
Customer Support - Social Media Specialist
- Job Type Remote
- Qualification BA/BSc/HND
- Experience 3 years
- Location Nairobi
- Job Field Media / Advertising / Branding
What You Will Be Doing
- You will ensure timely responses to all customer engagements on all social media touch points - Twitter, Instagram, Facebook etc
- You will adhere to the set metrics (Handle, Response and Turnaround Times) for all engagements
- Handle and resolve within SLA support tickets raised by internal and external stakeholders
- You will log complaints on appropriate channels and ensure the proper and timely escalation of issues to the appropriate reporting line
- You will ensure accurate capturing of data (labelling and tagging) where required for reporting purposes
- You will own specific reports as it relates to your daily responsibilities
- Working closely with the Marketing and Growth team to monitor promotions/campaigns and give relevant feedback where required
What You Should Have
- You have 3 years of professional industry experience in managing customers on all social media channels.
- Experience in a Financial Institution is an advantage.
- You should have appreciable experience in responding to customers using varying social media support tools - Zendesk, Falcon, SparkCentral etc.
- Ability to accurately manage up to 150 engagements across multiple social media channels in a typical 9-hour shift.
- You MUST have excellent verbal and written communication skills. Explaining complex technical concepts to designers, support, and other engineers is no problem for you.
- A first degree in any discipline or equivalent training would be super great.
- Finally, you must have really great energy and be ready to work seamlessly with colleagues from various nationalities.
Method of Application
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