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SOCIAL MEDIA COORDINATOR | SIS GLOBAL |
· Manage all day-to-day activities in the development, production and implementation of acquisition, PR and member campaigns and activities;
· Assist with the creative development and execution of campaign materials;
· Interface with Marketing and relevant departmental heads;
· Facilitating lead distribution activities;
· Working with Marketing to establish campaign controls and metrics;
· Assisting with website management (Uploading of content on the website);
· Responsible for Press Releases pertaining to new products and services offered by the company;
· Customer Relationship Management and engagement;
· Create and manage brand presence on multiple social media platforms;
· Strategically manage online brand interaction and engagement;
· Give strategic direction through community insights, idea generation and trend analysis;
· Create and source content (blog posts, articles, newsletters, communication material, and call-to-actions) for distribution on multiple social media platforms;
· Respond to user comments and adhere to best practice for social engagement;
· Create innovative ideas to help achieve the social business objectives of the brands;
· Analysing and interpreting online activity through tracked metrics and analysis of ROI on campaigns through reports;
· Creating new initiatives to improve and grow these areas;
· Managing a team of 2nd and 3rd-year interns, in the development and execution of business ideas and strategies;
· Reporting and managing data insights;
· Oversee company blogs and manage social listening tools.

SOCIAL MEDIA CONSULTANT | MULTICHOICE
· Manage and adhere to DStv Social Media presence on platforms including Hello Peter, Facebook, and Twitter;
· Monitor, manage and optimise interactions with new and existing customers;
· Drive and build relationships;
· Involved in departmental strategy sessions regarding the overall customer engagement and customer experience management;
· Working with different MultiChoice brands including SuperSport, DStv Digital Media, MNET, DStv Media Sales to generate compelling customer content;
· Act as an online customer engagement tool by monitoring and supporting customer conversations and activity on a daily basis;
· Resolve and adhere to all customer complaints and queries related to billing, technical or general DStv products and services;
· Ensure daily, weekly and monthly targets are met;
· Conduct a Needs-assessment to identify, prioritize and resolve queries in accordance with the escalation procedures and processes,
· Ensures the highest quality of all interactions with customers are met;
· Delivers positive customer experiences and expectations;
· Provide ongoing support to customers, as well as junior employees;
· Collect customer data from all customer interactions on a daily basis ensuring complete contribution to the Social Media Customer database.
· Keep up to date with the Social Media trends, globally and locally;
· Provide regular insights to the Social Media Care Team Leader and stakeholders outlined by the team leader or management team.

CLIENT SERVICES REPRESENTATIVE | MULTICHOICE
· Customer focus;
· Operational systems and management of client account systems, technical assistance and general information;
· Escalations and assistance on queries and disputes;
· Communication and driving of all new products and client offerings;
· Communication to clients via email and verbally;
· Resolving and addressing all technical, billing or general queries.