Customer Service Social Media Officer at Food Concepts Plc

Requisition ID: 1948

Job Purpose

• The Job Holder manages all social media customer interactions to ensure prompt, accurate, and professional responses to enquiries, requests, and complaints.
• This includes working closely with social media agencies to guarantee resolution within agreed SLAs, coordinating with internal stakeholders to follow up on unresolved cases, and maintaining a consistent brand voice across all digital platforms.

Core Responsibilities and Key Result Areas
Social Media Operations:

• Monitor and ensure timely response to customer enquiries, requests, and complaints across the company’s social media channels.
• Ensure all queries are acknowledged and resolved within the defined SLA.
• Maintain a case-tracking system to monitor query progress and resolution.
• Escalate issues to relevant departments and follow up until resolution is confirmed.
• Serve as the main liaison between the organization and social media agencies, ensuring seamless communication and task execution.
• Track and review social media agency performance against SLAs.
• Maintain and update response guideline to ensure brand tone and messaging consistency.
• Provide daily, weekly, and monthly reports on social media interactions, resolution rates, and sentiment analysis.
• Monitor brand mentions, trends, and customer sentiment across digital platforms and escalate potential crises.

 Regulatory & Compliance:

• Ensure compliance with company policies, confidentiality guidelines, and data privacy regulations in all customer interactions.
• Ensure all public communications align with brand guidelines and regulatory requirements.

Key Performance Indicators

• Average response time to customer enquiries
• Resolution rate within SLA
• Customer satisfaction score for social media interactions
• Net Promoters Score for social media interactions
• Agency SLA compliance rate
• Sentiment improvement over time
• Number of escalated cases resolved within target timelines

Requirements
Educational Requirements:

• A minimum of a university degree in Communication, Marketing, Public Relations, or a related field.

Professional Requirements:

• Possession of relevant certifications in Digital Marketing, Social Media Management, or Customer Experience is an advantage.

Experience Requirements:

• Minimum of 3 years’ experience in social media community management, customer service, or a related role.

Knowledge Requirements:

• Strong understanding of social media platforms, tools, and customer interaction best practices.
• Experience managing agencies, setting performance expectations, and enforcing SLAs.
• Ability to track and analyze customer interaction metrics for continuous improvement.
• Knowledge of social media monitoring tools, escalation processes, and crisis management.

Decision Expectations

• Decide on escalation and resolution strategies for complex customer issues.
• Approve tone, style, and content of responses to ensure alignment with brand standards.
• Prioritize customer queries for timely and efficient resolution.

Working Conditions:

• Typically works 40 hours per week, Monday to Friday, with flexibility to monitor and respond to social media activity outside business hours, including weekends and holidays, as needed.