Job Title: Customer Service Executive & Social Media Manager
Overview
As a Customer Service Executive & Social Media Manager at DiGi-Assurance Cyber Risk Management LTD, you will play a dual role in providing exceptional customer service and managing our social media presence. You will be responsible for ensuring positive interactions with our clients while also enhancing our brand awareness and engagement across various social media platforms.
Roles and Responsibilities:
- Customer Support: Provide timely and accurate responses to customer inquiries via phone, email, and live chat.
- Issue Resolution: Investigate and resolve customer complaints, issues, and concerns in a professional and efficient manner.
- Product Knowledge: Develop a deep understanding of our products and services to assist customers effectively.
- Client Relationship Management: Build and maintain strong relationships with clients to foster loyalty and satisfaction.
- Social Media Strategy: Develop and execute a comprehensive social media strategy aligned with company objectives and target audience.
- Content Creation: Create engaging and relevant content for various social media platforms, including posts, videos, and graphics.
- Community Management: Monitor and respond to comments, messages, and mentions across social media channels in a timely and professional manner.
- Audience Engagement: Foster meaningful interactions with followers to build brand loyalty and increase engagement metrics.
- Analytics and Reporting: Track and analyze key social media metrics to measure the effectiveness of campaigns and strategies. Provide regular reports and insights to the management team.
- Collaboration: Coordinate with other departments, such as sales and technical support, to ensure seamless customer experiences and alignment of messaging.
- Continuous Improvement: Proactively seek opportunities to improve customer service processes, social media strategies, and overall brand presence.
- Stay Updated: Stay informed about the latest trends, technologies, and best practices in both customer service and social media marketing.
Requirements:
- Previous experience in customer service, social media management, or related fields preferred.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong creative and analytical abilities.
- Proficiency in using customer service software, social media management tools, and analytics platforms.
- Ability to multitask and prioritize in a fast-paced environment.
- Bachelor’s degree in marketing, communications, or a related field preferred.
Candidates are encouraged to submit modern CVs, including a professional image, highlighting their relevant experience and skills for the combined position of Customer Service Executive & Social Media Manager.
Interested candidates are requested to send their CV to hr@digiassurance.co.ke for consideration. Shortlisted candidates will be contacted for further steps in the selection process.
Deadline: 26th April 2024