Social Customer Care Consultant

Job category: Media and Information

Location: Cape Town

Contract: Permanent

EE position: No

Social Customer Care Consultant reports into the Social Customer Care Lead. The consultant is responsible for nurturing, managing and building the Woolworths social media communities in line with our Values and Social Community Strategy.

Engage, assist, and resolve customer queries, complaints, and compliments across all Woolworths social media platforms including X, Facebook, Instagram, LinkedIn, Google, TikTok, and YouTube.

Monitor, moderate, and engage with customer conversations daily across social platforms.

Escalate community issues to the Community Lead promptly and support crisis communication when required.

Maintain clear and efficient communication across internal departments (e.g. Stores, PR, Online, Marketing) to ensure accurate and timely information sharing.

Monitor alerts, online community tools, and social media technologies - producing weekly and monthly reports in line as required.

Stay up to date with local and global content trends and alert the business to emerging topics within public social conversations.

Contribute to the development of content and community strategies that foster brand-aligned engagement and a strong community spirit.

Drive creativity and thought leadership within the social media and marketing teams.

Support the implementation of tactical community content action plans.

Provide daily and weekly reporting on social media activity, collaborating with Online, Brand, Business Units, and the Customer Care Team to shape appropriate online customer experiences.

Resolve customer queries and complaints promptly and professionally, ensuring reputational risks are managed and escalations are minimised.

Logging and escalating of all customer communication to the relevant departments as per the requirements.

Support marketing campaigns through social media interaction, monitoring, and benchmarking Woolworths' digital presence against global standards.

Exceptional command of English with strong written and verbal communication skills.

Degree or Diploma in Journalism, Communications, Marketing, or Advertising.

3-5 years' experience in a Community Management or related role.

Proven experience handling customer queries and feedback in a customer service environment.

High attention to detail and strong editorial standards.

Ability to perform under pressure and manage multiple priorities.

Collaborative team player, able to work effectively with stakeholders at all levels.

Excellent problem-solving skills and sound judgment.

Flexible with working hours, including weekends and after-hours when required.

Call centre experience is an advantage.

Knowledge of:

Content and community strategy

Online social and content industry and market trends

Social platforms and tools

Knowledge of industry technology and tools

Business writing skills

Strong administration and interpersonal skills

Ability to work independently and as part of a team

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