Team Lead, Social Media at Konga Online Shopping Limited

Job Description   

The primary responsibility of the Social Media Team Lead is to manage interaction with customers on the social media platforms used by the company.

All interactions from customers must be attended to and promptly.

Duties & Responsibilities   

• Creates Social Media management standards, policies and rules of engagement
• Monitoring activities of Social Media Agents
• Monitoring comments on all social media platforms and is abreast of any issue that arises
• Ensure prompt response to queries presented via social media channels
• Provide weekly/daily report on social activities. Tweets, comments, sentiment report, etc.
• Upskill agents to ensure that the promised level of service is provided at all times
• Take over negative situations where agents cannot handle
• Ensure attendance and schedule adherence
• Regularly feedback insights gained from social media monitoring into the CET management team to help them evolve their strategies in a timely fashion
• Monitor trends in social media tools, trends and applications
• Report to line manager on operational matters that require attention

Skills & Competencies   

• Demonstrates creativity in social media interactions
• Proficient in content marketing theory and application. Experience sourcing and managing content development and publishing.
• In-depth knowledge and understanding of Social Media (Facebook, Twitter, Nairaland etc.)
• In-depth knowledge and understanding of social media platforms and their respective participants (Facebook, Digg, Youtube, Twitter, Flickr etc.) and how they can be deployed in different scenarios
• Under Creative Commons License: Attribution Non-Commercial No Derivatives

Qualifications & Experience   

• University degree
• 3 years post NYSC