Social Media Representative at BURN

About the Role:

• We are looking for a qualified Social Media Representative to join our team. If you are a customer care professional with experience in digital customer care, we would like to meet you.
• Our ideal candidate has oral and excellent written communication skills, and is willing to develop engaging content to solve our customer solutions.
• You should be a ‘people person’ with the ability to moderate online conversations with our digital community.
• Ultimately, act as the face and voice of our brand and manage all country-level customer care issues on digital platforms.

Duties and Responsibilities:

• Monitor and attend to queries, concerns and comments posted on the company’s social media platforms.
• Work with in-cross functional teams to meet and exceed customer expectations.
• Daily review of social media posts for accuracy and ensuring inappropriate content is appropriately escalated and resolved.
• Generate weekly reports on feedback, outstanding queries and support provided.
• Facilitate brand consistency on a digital platform, through the stipulated response tree.
• Liaise with multifunctional departments to stay updated on product and features development.
• Build relationships with existing customers, potential customers, and industry professionals.
• Stay up to date with current technologies and trends in social media, design tools and applications.

Skills and Experience:

• A bachelor's degree in social media management, marketing, or a related field.
• A minimum of 1-year experience as a social media representative or a similar role.
• A year of customer service experience would be beneficial.
• Excellent knowledge of social media best practices.
• Ability to effectively use a variety of social media platforms, such as Twitter, Facebook, Instagram, LinkedIn, and Google+.
• Working knowledge of social media tools, such as Hootsuite, Meta Business Suite, and Google Analytics.
• Solid customer service skills.
• Good communication and interpersonal skills.
• Ability to work independently in a fast-paced environment.