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  • Posted: Sep 15, 2021
    Deadline: Not specified
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  • Chipper is the largest mobile cross-border money transfer platform in Africa. We are a small passionate team, dedicated to expanding financial inclusion in some of the global regions most in need of accessible, interoperable, easy-to-use, and affordable financial services.
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    Customer Operations Lead, Social Media

    What You Will Be Doing

    • Manage, and develop the social media team, daily tasks and responsibilities, and performance management
    • Take ownership of each use case by staying in contact and following up consistently to ensure quick resolutions and establish trust
    • Work with relevant teams to develop an overarching social media support policy for Chipper that will include policies on online crisis management, users engagement, passwords management, etc
    • Respond to user reviews (Play Store & App Store) with a focus on transforming any negative experience by building trust and rapport, and offering resolutions that meet and exceed user expectations
    • Maintain the Chipper brand and values on social media
    • Ensure strict adherence to social media communication procedures, guidelines, and policies.
    • Explore new ways to engage and identify new social media platforms to reach our target users.
    • Provide best in class customer support across various channels (social media, Intercom, review platforms, etc) to ensure all customer queries are resolved with a WOW factor
    • Provide friendly, inviting responses to all inquiries, concerns, and feedback
    • Schedule periodic training for team members
    • Prepare and share reports highlighting reoccurring issues or trends
    • Stay abreast with the latest social media best practices and technologies

    What You Should Have

    • 3 - 5 years of experience providing customer support via social media
    • Experience in leading a team
    • Excellent knowledge of Facebook, Instagram, YouTube, Twitter, etc
    • Good understanding of social media KPIs
    • Exceptional interpersonal and written communication skills with keen attention to detail and ability to multi-task
    • Tech-savvy and highly organized
    • Experience responding to reviews on major review platforms
    • Experience using social listening & engagement tools
    • Self-starter and team-oriented
    • Patience when dealing with difficult or upset customers' complaints.
    • Have a global mindset and be tolerant of others.
    • Be comfortable with asynchronous conversations and an understanding of your coworkers roles
    • Be open to working some nights and weekends on a rotating basis.

    Method of Application

    Interested and qualified? Go to Chipper Cash on boards.greenhouse.io to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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