SOCIAL MEDIA AGENTS

SOCIAL MEDIA AGENTS



 













ORGANISATION BACKGROUND:



Our Client provides a multi-channel pay-tv and subscriber management services in 49 African countries including; Kenya, Ghana, Uganda, Nigeria, Tanzania, Zambia, Namibia, Botswana and Mozambique. The company promotes the creation, showcasing and building up of local African talent. As an African business the organization has bought both social and economic benefits to the communities in which it operates, in terms of access to information and job opportunities.



 




 



 














































POSITION



 



 



Title:



Social Media Agents



Division:



Operations Department



Job Grade:



 



Level of Work



1



Location:



Kenya



Reports to:



Social Media Supervisor



Advert Date:



28/11/2018



Direct reports



N/A



Closing Date:



29/11/2018


           


 



 



 













PURPOSE OF THIS ROLE



 



To provide first level support to customer queries received on all the client’s social media platforms.




 



 













KEY ACCOUNTABILITIES, MEASURES & CONTACTS



The key accountabilities, interfaces and measures of this role is further elaborated below:



 



Key Responsibilities;




  • Provide one-stop customer support by responding to customer queries within defined Service Level Agreements.

  • Resolving all complaints, concerns and issues in a timely and diplomatic manner and conduct activities in a professional manner

  • Demonstrate knowledge of the client service standards or service level agreements.

  • Demonstrate knowledge of the impact of providing professional service to Customers.

  • Understand the importance and impact of first contact resolution.

  • Ensure complaints and concerns are resolved or escalated in a timely manner.

  • Provide timely notifications to Supervisor / Team leader of negative trends, urgency of issue, or extent of required follow up.

  • Determining when a problem requires action from higher level of authority.

  • Participate in regular team meetings.

  • Educate the customers about terminology, technology and self-help features and benefits of packages in order to improve customer education and satisfaction.

  • Updating client comments, complaints, enquiries and compliments regarding packages and services on all relevant Systems.

  • Resolving customer query on first contact and keep the promise of query / problem resolution for escalated cases.

  • Confirm client information and update on existing database.

  • Cross sell and/or up sell current packages to clients who have renewed their packages in line with upselling selling script.

  • Enhance customer loyalty and upsell accordingly in line with all and any campaigns run on the Multichoice Kenya   platform.

  • Actively participate in process of performance improvement meetings as required.




 



 













QUALIFICATIONS & EXPERIENCE



 



The incumbent is required to have the following qualifications and experience level:




  • Minimum first degree in social sciences and/or a business related field




  • At least 1-year experience in Customer Service, Social Media and Administrative functions



 



 




 



 



 



 













SKILLS & ABILITIES



 



The incumbent should have demonstrated the following competencies:




  • Initiative

  • Drive

  • Approachability

  • Time Flexibility

  • Service Orientation

  • Resilience

  • Good Judgement

  • Initiative

  • Self confidence

  • Integrity



 



 



 




 



 



 













BEHAVIOURAL COMPETENCIES



 



The incumbent is required to have the following behavioral competencies:




  • Problem Solving



Identify with and understand the problem at hand; develop a clear action plan to address the problem by involving people; systems affected by the same problem; identify the right resources/action points to mitigate the problem. Ensure follow up where necessary until issue resolution.



 




  • Communication



Provide clear and understandable explanations of insights and ideas. Enhance communication through the use of appropriate gestures and body language. Respond to others with courtesy, tact and effectiveness while maintain confidentiality at all times.



 




  • Customer Service Orientation



Focuses on meeting the needs of the customer by addressing concerns raised through cases, email and other departments with priority.



 



 



 




 



 



 













FUNCTIONAL COMPETENCIES



 



The incumbent is required to have the following functional competencies:




  • Communication – written



Ability to convey information orally to individuals or groups to ensure that they understand the message.  Ability to listen and respond appropriately to information from others.



 




  • Client/Customer Service:



Ability to develop and maintain strong relationships with clients (those who buy goods and services, and for whom formal professional services are rendered) or customers (those who consume goods and services) by listening to the client/customer and understanding and responding to identified needs.



 




  • Teamwork



Ability to actively participate as a member of a team to move toward the completion of goals.



 




  • Coordination - Work:  



Ability to follow instructions through a standard work process.  Ability to perform routine tasks Ability to check work for accuracy before completion of tasks.



 




  • Technical Knowledge



Ability to differentiate between the different satellite technologies.



 



 




 



 













PERSONALITY ATTRIBUTES



 



The incumbent is required to demonstrate the following personality attributes:




  • Evaluative thinking style: critically evaluates information, looks for potential limitations, and focuses upon errors.

  • Well-organized: organization skills are key in helping juggle between tasks. Business desk team has to handle escalations from touch points while also logging cases with third party support and following up on them.

  • Critical and logical thinking: thought process needs to be consistent and logical when resolving issues escalated to the desk



 



 




 



Applicants should submit their CV’s (clearly marked “Social Media Agent”) on the subject line to: jacqueline.mulama@cdl.co.ke.  Closing date for the applications is on 29th November 2018