We are building an ecosystem to provide millions of customers with the best choice and value in digital and financial services. We are creating new and unique experiences for our customers and can offer scale to our partners to reach new audiences.
across digital platforms, ensuring that our brand maintains a trusted, positive image. You will manage high volumes of daily interactions, resolve customer inquiries, and act as the voice of the company online. This role requires a balance of empathy, professionalism, and problem-solving skills to deliver an excellent customer experience while safeguarding the company’s reputation.
Key Responsibilities
- Customer Engagement: Respond to and manage customer inquiries daily across social media platforms including Facebook, Instagram, Twitter (X), and others.
- Tone & Brand Voice: Maintain a friendly, empathetic, and professional tone in all public and private communications.
- Case Resolution: Identify and assess customer needs accurately to deliver timely solutions and ensure high satisfaction.
- Information Delivery: Provide accurate responses such as resolved case information (e.g., tokens, codes, PINs) in line with security protocols.
- Escalation Handling: Identify unresolved, complex, or sensitive issues and escalate them promptly to the Escalation Team.
- Reputation Management: Monitor brand mentions, address public complaints tactfully, and mitigate negative feedback to protect the company’s image.
- Product Knowledge: Develop a deep understanding of the company’s products, services, and policies to effectively resolve inquiries.
- Compliance: Stay up to date with industry regulations, data privacy guidelines, and company policies to ensure compliant communication.
- Continuous Improvement: Provide insights from customer interactions to help improve services, communication, and digital engagement strategies.
Requirements
- Bachelor’s degree in Communications, Marketing, or a related field (or equivalent work experience).
- 1–3 years of experience in customer service, social media management, online reputation, or community management.
- Excellent written communication skills with the ability to adapt tone and language to diverse audiences.
- Strong interpersonal skills with a customer-first mindset.
- Proficiency in using social media management and monitoring tools (e.g Zoho).
- Ability to manage high volumes of interactions calmly and efficiently.
- Strong problem-solving skills and the ability to make quick, informed decisions.
Method of Application
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