Customer Experience Representative

The Role:

The Customer Experience Representative responds to our clients’ fans and followers comments on social media in a friendly tone of voice.

The Tasks:

  • Respond to comments and posts received on social media pages within a stipulated time frame and in a tone of voice stated by the company
  • Schedule/publish content provided by the Creative team on all the relevant social media networks and websites
  • Boost/sponsor content on social media networks to the target consumer using a stipulated budget
  • Source correct answers to fans/followers questions that might not be in a client’s Frequently Asked Questions (F.A.Q.) document and subsequently update the client’s F.A.Q. for future use. This includes but is not limited to product/service info, campaign info, special offers and any other information necessary to provide accurate answers
  • Monitor the performance of boosted/sponsored content and make adjustments to optimize its performance
  • Provide feedback and advice to the Digital Content Producers on content ideas based on the results of boosted/sponsored content
  • Listen to social media conversations using specific hash tags and software provided by the company and respond to said conversations
  • Prepare reports on social media activity for each client

Entry Requirements:

  • An excellent command of the English language
  • A distinction in English Language and/or Literature
  • Proofreading and editing skills
  • Ability to create, compose, and edit written material
  • Ability to write simply with a conversational style
  • Ability to effectively manage time and schedules
  • Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community

Personal Information

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