Customer engagement on social media platforms

• Combine team inputs, operational knowledge and department guidelines to ensure the best possible response and resolution is delivered for reputational issues and day-to-day customer complaints.
• Work in conjunction with Customer Relations function to resolve customer complaints and questions.
• Align digital responses with corporate stance and Customer Care Policy to ensure consistency.
• Engage with customers in a professional and meaningful manner to avoid escalations and ensure timely responses to issues and concerns.
• Maintain social service levels as required by company standards.
• Manage digital dashboards and analytics platforms for real-time visibility

Strategic evaluation of reputational risk

• Apply up-to-date knowledge and understanding of social media and online reputation management.
• Analyse and interpret reputational risk faced on social media and make sound decisions to mitigate such risk.
• Display strategic insight into developing trends that pose a risk to corporate reputation.
• Monitor the Online Reputation Management tool (ORM) as well as strategic external pages on a continuous basis.
• Identify trends, threats and opportunities in user generated content and report to relevant parties.
• Identify and execute opportunities to generate positive customer feedback.
• Adhere to reputational risk control measures within the business.

Internal communication & reporting

• Clearly communicate complex issues to senior department management for guidance in handling such matters efficiently and effectively.
• Liaise with internal operational and other stakeholders to gather information about issues raised on the company’s social pages for further discussion with management in order to facilitate swift resolution of customer complaints.
• Final review of reports, written content or responses for serious issues.
• Report daily/weekly on any reputational risk issues.
• Report complaint trends to management so that corrective action can be taken in the business.
• Draft monthly report about social customer interactions, trends and opportunities.
• Strong focus on online corporate reputation management and professional writing and reporting skills

People leadership

• Build and grow an engaged customer centric team.
• Facilitate effective communication to ensure that the best possible responses and risk handling procedures are achieved.
• Coach the team daily on how to handle customer complaints on social media channels and reputational risk matters.
• Ensure effective resource management, including team/roster scheduling, by updating the roster and attendance register daily.
• Manage and update all team documentation and operational guidelines to ensure the team is aligned.
• Check and monitor quality of work produced by staff.
• Ensure team meets performance and service standards, and take responsibility for all disciplinary and performance management processes.
• Responsible for all team information/alerts, including HR requests.

Qualifications

Essential

• Relevant Degree in Communications or equivalent.

Advantageous

• Certification in Customer Experience, Contact Centre Management, or Social Media (e.g., COPC, Hootsuite Academy).

Experience

Essential

• Minimum of 5 years in a contact centre management role, with 2+ years managing social media customer care.
• Proven success managing multichannel service teams and meeting KPIs.

Preferred

• Experience in a BPO, telecommunications, retail, or digital-first environment.