Are you passionate about social media and customer service? Do you thrive in a fast-paced environment, responding to inquiries and resolving customer issues? If yes, Catch is offering a fantastic opportunity for you as a Social Media Contact Centre Agent in Sandton, Gauteng. This permanent position within the gambling and casino industry is perfect for someone eager to combine their skills in customer service and social media management.
Social Media Contact Centre Agent Job Overview
- Job Title: Social Media Contact Centre Agent
- Location: Sandton, Gauteng
- Employment Type: Permanent
- Posting Date: 18 September 2024
About the Social Media Contact Centre Agent Role
As a Social Media Contact Centre Agent at Catch, your primary role will be to manage customer interactions across social media platforms, such as Facebook, Instagram, X (formerly Twitter), and LinkedIn. You will act as the first point of contact for customers, answering queries, resolving issues, and ensuring a high level of customer satisfaction.
This role involves shift work, and candidates must have a valid driver’s licence and their own reliable vehicle.
Responsibilities
- Monitor Social Media: Track social media platforms for customer inquiries and feedback.
- Respond to Queries: Address customer messages, comments, and reviews in a timely and professional manner.
- Engagement: Build relationships with customers by engaging with them and addressing their concerns or queries.
- Consistent Communication: Work closely with other team members to ensure messaging is consistent across all platforms.
- Escalation: Escalate unresolved issues to the relevant departments when necessary.
- Trend Analysis: Identify patterns in customer feedback and propose improvements to enhance overall customer experience.
- Up-to-Date Knowledge: Stay informed about Catch’s products, services, and policies to provide accurate information to customers.
- Proactive Outreach: Proactively engage with customers to promote services or products.
- Support Campaigns: Assist with social media marketing campaigns as required.
Requirements
- Education: A National Diploma is the minimum educational requirement.
- Experience: Prior experience in customer service or social media management is preferred but not mandatory.
- Communication Skills: Strong written and verbal communication skills are essential.
- Multitasking: Ability to manage multiple tasks and perform under pressure.
- Social Media Proficiency: Familiarity with platforms like Facebook, Instagram, X, and LinkedIn.
- Problem-Solving: Excellent problem-solving skills and attention to detail.
- CRM Systems: Knowledge of Customer Relationship Management (CRM) systems is an advantage.
- Flexible Schedule: Willingness to work flexible hours, including nights and weekends.
Why Catch?
Catch is a leader in the gambling and casino industry, offering a dynamic work environment where you will have the chance to grow your skills in both customer service and social media management. The company values innovation and customer satisfaction, making it an exciting place to work if you’re eager to make a positive impact.
Skills You’ll Develop
By joining Catch, you’ll have the chance to develop a unique set of skills that will boost your career in social media management and customer service, such as:
- Crisis Management: Learn to handle complaints and inquiries quickly and professionally.
- Customer Engagement: Master the art of engaging customers through social media channels.
- Social Media Campaigns: Get hands-on experience with social media marketing and promotional activities.
- Team Collaboration: Work closely with a team to ensure consistent and accurate communication.
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Why You Should Apply
Catch provides a vibrant and inclusive work environment where teamwork and personal growth are encouraged. This is an opportunity to join a forward-thinking company at the forefront of the gambling and casino industry.
The role is particularly suitable for candidates looking to enhance their experience in:
- Customer Service: You will have direct interaction with customers, helping to resolve issues and improve their overall experience.
- Social Media Management: You will manage and respond to social media interactions, becoming a key player in the company’s online presence.
- Digital Marketing Support: You’ll assist with marketing campaigns, allowing you to learn more about social media marketing.
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How to Apply
Interested applicants should submit their resume and cover letter through the official Catch website. Make sure to mention your experience in customer service and social media management in your application.
The role of Social Media Contact Centre Agent at Catch presents an excellent opportunity for individuals who are passionate about customer service and social media management. Located in Sandton, this position offers the chance to work in a fast-paced and dynamic environment within the gambling and casino industry. With competitive pay, opportunities for growth, and the ability to refine your communication and social media skills, this job is ideal for candidates seeking a fulfilling and flexible career. If you’re ready to take on a new challenge, apply now and become a vital part of the Catch team, where customer satisfaction and innovation are at the core of what we do.