Customer Support - Social Media Specialist at Chipper Cash

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.