The Shoprite Group of Companies is hiring and invites applications for the vacancy: Social Media Engagement Specialist – Contact Centre.

Location: Cape Town, Western Cape, South Africa

About the job

The purpose of the Social Media Customer Engagement Specialist role is to deliver exceptional service to our customers by providing best-in-cl team and social media engagement, protecting, and enhancing the Shoprite brand.

The role monitors social media platforms, including strategic external listening and engages with customers and other stakeholders daily to resolve customer complaints in line with Customer Services Policy and positively influence the social media community with regards to the reputation of the Group.

To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements

Qualifications and experience

• Degree in Consumer behaviour, Communications, Journalism or equivalent – (beneficial).

• +2 years in a social media / communications / social platform & website – blogging or operational customer service capacity with strong exposure to direct customer engagement on Social Media platforms, or equivalent role – (essential).

• Knowledge of social media and related brand and consumer practices within the FMCG, retail sector, understanding of the practicalities and challenges of a social media capability in a customer services environment – (essential).

• Knowledge of social media and brand monitoring tools – (beneficial).

• Ability to engage with customers in multiple languages – (beneficial).