We’re looking for…

We are looking for a passionate and experienced individual who has sound experience in digital customer service. Someone who has had the role of responding to communication on digital communication channels. The Digital Agent will resolve digital customer queries and improve the company’s online presence. The Digital Agent will be actively involved on all digital communication channels and promote best practice and conduct. We are looking for someone who will collaborate, liaise, build and maintain good relations with various digital customers, fairly representing the company and promoting good reputation. The job requires close and direct collaboration with various departments within the company.

Who are you?

  • You are passionate about customer service
  • You are a social media enthusiast who stays abreast of the latest social media trends and technology
  • You are proactive with an ability to understand digital lingo
  • You are a team player with great interpersonal skills
  • You have superb communication skills (verbal and written)
  • You are versatile, creative, flexible and able to work in an omnichannel environment

What’s the role?

You will be responsible for:

  • Provision of customer service on all digital communication channels
  • Improving and increasing customer engagement and ensuring that all content is in line with company values and purpose
  • Constantly review comments and content on all digital communication channels and handle them in an appropriate manner
  • Managing all escalations through a diligent follow-up process and consistently providing feedback at every stage
  • Direct queries to respective departments and actively following up, keeping the customer informed and eventually providing the solution

Boxes to tick…

  • Matric
  • 2 or more years of experience managing digital channels in a company
  • Further studies in social media
  • Good working experience in customer service and in social media groups
  • Experience in social media platforms is compulsory
  • Excellent communication skills
  • Comfortable to multi-task in an omnichannel environment.