Key Job Responsibilities

• To prepare responses and fulfill customer inquiries to ensure customer satisfaction;
• Recording customer information, logging in queries and tracking responses;
• Resolve product or service problems by clarifying the customer’s complaint;
• Recommend actions on potential products and services to management by collecting customer information and analyzing customer needs;
• Prepare daily and weekly reports by collecting and analyzing customer information;
• Manage all incoming calls, emails, social media & texts and being accountable;
• Generate sales leads from incoming inquiries and calls;
• Build sustainable relationships of trust through open and interactive communication;
• Provide accurate, valid, and complete information by using the right methods/tools;
• Follow communication procedures, guidelines, and policies provided by the company; and
• Resolve customer complaints in professional manner through the approved mechanisms.

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED

• Graduate in a Business related, Marketing, Communications or Social Science degree; OR
• Higher Diploma in a Business related degree, Marketing, Communications or Social Science;
• A strong background in data analysis & its accurate interpretation a must;
• Hands-on experience in handling customers through digital platforms;
• Competence in use of Access, Excel, word & power point packages- advanced excel & PowerPoint is an added advantage;
• Experience in FMCG is a must with experience in the dairy sector an added advantage; and
• Effective communication, sales negotiation, problem solving & presentation skills

Responsibilities are:

• Planning and implementing a social media strategy, overseeing social media campaign schedules, and pulling KPI data to determine social media campaigns’ success
• Content creation & execution that will help achieve our goals. Develop and curate engaging content for social media platforms, creation and editing of written, video, and photo content and publishing posts. You should be working towards improving social media KPIs
• Collaborating with photographer and videographers to create, edit and deliver attractive and informative campaigns
• Designing posts to sustain readers’ curiosity and creating buzz around current and new products
• Manage social media accounts’ layout & develop and implement an optimal posting schedule for each platform, taking into consideration metrics and customer engagement
• Finding & partnering with the brands’ best fit of influencers (influencer marketing) to improve the organization’s online presence
• Research & recommend new strategies to attract or engage customers such as promotions, contests٫ or other methods
• Measure٫ record٫ and monitor SEO. Checking of metrics & evaluating the contents performance and overall general management of our page/s.
• Research current trends and audience preferences in order to create relevant content
• Monitor trending hashtags that you can apply to your daily updates so that the brand can get more exposure through hot topics
• Stay up-to-date with changes in all social platforms ensuring maximum effectiveness