Responsibilities
Social Media: Leading Customer Experience

• Ensure delivery of customer service objectives in alignment with CXO strategy
• Own and resolve customer issues as comprehensively as possible on first contact (sound communication – both written and spoken)
• Track and respond to spikes in incidents or demand or supply on a continuous basis and act when necessary
• Evaluate situations and determine the best responses and methods to reach defined outcomes.
• Ensure that issues that cannot be resolved at 1st contact or where service has been compromised, are escalated in line with the escalation processes
• Support and coordinate work to be performed by service providers as required.
• Gather information and research to ensure delivery of social media process performance results.
• Interact with other departments to communicate trends and ensure customer feedback to facilitate problem resolution.
• Be a brand ambassador for MTN ensuring a positive image for the brand, managing the impact to brand on digital platforms
• Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact.
• Use relevant tools to support customers on product, system and process knowledge
• Ensure the consistent delivery of all contracted KPIs (individual, business unit and shared KPIs)
• Meet service quality standards as outlined
• Drive self-service adoption through customer education
• Monitor Social Media platforms closely ensuring that high priority posts are attended to urgently (within the stipulated time frames)
• Identify potential threats to brand and execute the brand emergency process timeously
• Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards

Social Media: Communities, Blogs, and Administration

• Engage communities and forums across MTN’s social media & Online Real Estate
• Uphold & drive adherence to the rules, code of conduct and parameters for each community.
• Administer and/or moderate each of the communities created.
• Ensure adequate topics for discussion are created or maintained.
• Link with Product, Marketing and other teams to ensure seamless integration of activities.
• Moderate all online behaviour that contradicts the MTN online house-rules and values for both internal & external customers.
• Ensure that all pages and actions align to PoPi laws and conduct swift moderation where risks are identified.
• Adopt a proactive approach to service delivery, considering the next best action (pre-empt future needs and educate customers)

Media: Profit Driving

• Leverage all sales opportunity identified through customer engagement and generate quality leads for our sales teams/partners
• Identify opportunities to sell, cross sell and upsell MTN products on all customer interactions
• Converse & engage with customers around MTN offerings
• Make concerted efforts to retain MTN Customers upon cancellation request
• Recover the service where customers complain about service, product, process issues
• Proactively engage customers on all active planned campaigns
• Update customer details (email, contact number) on all customer contacts

Social Media: Operational Processes and Procedures

• Adhere to all PPPs defined for MTN SA, which may cut across functional areas.
• Uphold the MTN Social Media Policy guidelines for employees, MTN Social Media Sharing policy and all other related policies
• Follow the guidelines outlined in the Social Media Care playbook
• Adhere to the CXO Standard Operating Procedure
• Ensure FCR is prioritized only completing or registering queries as resolved when they are resolved end to end
• Ensure consultation for post approval where doubt sets in or in cases where customer requests are new/unexplored, and most importantly where there is potential brand
• threat
• Ensure that where queries are escalated to back office supporting departments regular follow-ups are conducted until full resolution is given and that the customer is always
• kept informed of the status of the query
• Ensure that all social media PPPs are implemented are aligned with the set operational framework for MTN SA
• Work with existing PPPs in such a manner that ensures operational efficiencies and performance is enhanced
• Work consistently according to standard operating procedures
• Attend to queries and needs of internal and external customers as required within set procedures
• Differentiate between different types of customers and apply appropriate policies and procedures (Consider high value customers, influencership levels)
• Ensure that workflow continues without interruption
• Ensure that standards are always in place around brand identity when it comes to engagement
• Where possible educate customer on policies, procedures, and standards
• Assist in preventing credit risk and fraudulent activity by following procedures carefully
• Ensure that all administrative procedures are followed

Social Media: Quality Control and Improvement

• Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance
• Analyse situations and take the necessary action to ensure social media quality is maintained. This includes obtaining first-hand customer information and leverage this to
• improve customer service and support provided, and identifying trends
• Assist the business in finding ways to improve service levels
• Adhere to all continuous improvement and innovation at policy, process and procedural level for social media operations.
• Provide insights on top trends and make recommendations to the CXO Management
• Optimise the opportunities presented by each customer contact to up sell or cross sell products and services
• Ensure resources of time, skills, equipment, and materials are neither wasted nor misused.

People & Culture

• With input from leader, create personal development plans
• Ensure understanding and alignment of own KPAS and KPIs
• Take ownership of own performance and identify training needs. Have performance discussions with leader
• Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first
• choice
• Establish and build professional and sound relationships with colleagues, customers, and service providers
• Forge relationships throughout the entire service operations division to maintain and improve performance

Qualifications
Education:

• Grade 12
• Minimum of 1-year diploma (or related experience)

Experience:

• Minimum of 2 years’ experience in an area of specialization; with the predominant focus on written communication and online/electronic engagement with customers
• Experience working in a small to medium organisation
• Has a sound online portfolio (Blogs, social media presence)
• A written communication assessment score of 80% and above
• Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures