Customer Service Social Media Officer at Food Concepts Plc

Food Concepts commenced operations in 2001. From inception, our aim has been clear-cut and focused: to revolutionise the food sector in West Africa and to deliver extraordinary satisfaction to our stakeholders. The journey began with our pioneering of the food court concept in Nigeria - a new and exciting offering for the local market. At the same time, we also imported well-developed QSR (Quick Service Restaurant) brands from South Africa. Since this time we have concentrated on developing our own brands, which already occupy prime market positions. Chicken Republic, as our flagship brand, is a classic success story. Since launching in 2004, Chicken Republic has already opened 55 stores in Nigeria and Ghana. On this basis, we are proud of the brand’s hard-earned reputation as the fastest growing chicken QSR in West Africa and the number 1 chicken QSR in Nigeria (both in revenues and number of outlets). In addition, Chicken Republic was ranked as one of Nigeria’s top 20 brands across all categories (Financial Standards Awards 2009). Our multifaceted business also comprises an Operational Division, Central Kitchen Unit and Supply Chain Division.

Job Purpose

• The Job Holder manages all social media customer interactions to ensure prompt, accurate, and professional responses to enquiries, requests, and complaints.
• This includes working closely with social media agencies to guarantee resolution within agreed SLAs, coordinating with internal stakeholders to follow up on unresolved cases, and maintaining a consistent brand voice across all digital platforms.

Core Responsibilities and Key Result Areas
Social Media Operations:

• Monitor and ensure timely response to customer enquiries, requests, and complaints across the company’s social media channels.
• Ensure all queries are acknowledged and resolved within the defined SLA.
• Maintain a case-tracking system to monitor query progress and resolution.
• Escalate issues to relevant departments and follow up until resolution is confirmed.
• Serve as the main liaison between the organization and social media agencies, ensuring seamless communication and task execution.
• Track and review social media agency performance against SLAs.
• Maintain and update response guideline to ensure brand tone and messaging consistency.
• Provide daily, weekly, and monthly reports on social media interactions, resolution rates, and sentiment analysis.
• Monitor brand mentions, trends, and customer sentiment across digital platforms and escalate potential crises.

 Regulatory & Compliance:

• Ensure compliance with company policies, confidentiality guidelines, and data privacy regulations in all customer interactions.
• Ensure all public communications align with brand guidelines and regulatory requirements.

Key Performance Indicators

• Average response time to customer enquiries
• Resolution rate within SLA
• Customer satisfaction score for social media interactions
• Net Promoters Score for social media interactions
• Agency SLA compliance rate
• Sentiment improvement over time
• Number of escalated cases resolved within target timelines

Requirements
Educational Requirements:

• A minimum of a university degree in Communication, Marketing, Public Relations, or a related field.

Professional Requirements:

• Possession of relevant certifications in Digital Marketing, Social Media Management, or Customer Experience is an advantage.

Experience Requirements:

• Minimum of 3 years’ experience in social media community management, customer service, or a related role.

Knowledge Requirements:

• Strong understanding of social media platforms, tools, and customer interaction best practices.
• Experience managing agencies, setting performance expectations, and enforcing SLAs.
• Ability to track and analyze customer interaction metrics for continuous improvement.
• Knowledge of social media monitoring tools, escalation processes, and crisis management.

Decision Expectations

• Decide on escalation and resolution strategies for complex customer issues.
• Approve tone, style, and content of responses to ensure alignment with brand standards.
• Prioritize customer queries for timely and efficient resolution.

Working Conditions:

• Typically works 40 hours per week, Monday to Friday, with flexibility to monitor and respond to social media activity outside business hours, including weekends and holidays, as needed.

 

Method of Application

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