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  • Posted: May 14, 2018
    Deadline: Not specified
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    Equity Bank Limited (The "Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 - 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance a...
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    Social Media Support Agent

    Job description

    Working under Finserve Africa Ltd and reporting to the Customer Care Manager, the social media support agent will act as a liaison, provide product and services information and resolve with accuracy and efficiency any issues that our customers may face in the course of transacting with our Echo channels. The Agent should be genuinely excited to engage with our customers and look for opportunities to share the brand they love and work for. He/ she will be expected to;

    • Be the first point of contact for customers and to be responsible for escalating to the relevant persons and departments any issues that cannot be solved by the knowledge base
    • Build sustainable trust and relationship with customers with open and interactive communication
    • Provide accurate complete and right information to customers by using the right language, methods and tools
    • Identify and assess customer’s needs to achieve and retain satisfaction
    • Research examples of good practice from elsewhere and use them to help continually improve our approach and achieve recognition as an organization that truly engages with its community on their journey.
    • Compile reports and trends, including sentiment analysis arising from engaging with customers the Echo social media platforms, and shares these reports with the business.
    • Walk the extra mile to engage with our customers
    • Is a team player who displays a sense of belonging, sense of ownership and is optimistic.
    • Experience in the customer/client service, sales, outreach, grassroots, social media, buzz, digital PR or buzz building and sustaining communities.
    • Experience in handling social media and digital communications

    Required Qualifications and Experience

    • Degree in communications, journalism, marketing or a related social sciences field
    • Experience in the customer/client service, sales, outreach, grassroots, social media, buzz, digital PR or buzz building and sustaining communities
    • Experience in handling social media and digital communications
    • Excellent communication skills, especially written: ability to convey ideas in a clear and concise way
    • Excellent command of the English language
    • Tech savvy and up to date on social and digital trends
    • Interpersonal ability; can carry and encourage conversations on the brand
    • Conflict management skills: be able to convey sensitive issues and respond to customers concerns in a way that resolves the issue at hand to the customers’ satisfaction
    • Empathy and good judgment: in a position to shape conversations through engagement and respond with understanding and positivity
    • Dynamic: willing to respond and handle issues as they arise and also should be able to deal with problems appropriately

    Attitude

    Role must be occupied by someone who is enthusiastic, friendly, honest, communicates with the values of transparency and diligent. The role holder will be a person who is passionate and exhibits commitment, flexibility and is calm, humble and friendly, attentive to customers and approachable.

    Method of Application

    Interested and qualified? Go to Equity Bank Kenya on www.linkedin.com to apply

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