Social Media Executive
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Industry Consulting Founded 1997 Type Private Website http://www.sheerlogic.co.ke/ Address View Park Towers 5th Floor, Uhuru Highway | P.O Box 53026 - 00200 City Square, Nairobi - Kenya
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About the Role
- Our client, a leading organization, is looking for a dynamic and customer-focused Social Media Executive to manage its social media platforms and deliver exceptional online customer engagement.
- The successful candidate will be responsible for responding to customer enquiries, resolving complaints, monitoring social media conversations, promoting products and services, and enhancing the overall customer experience across digital platforms.
Key Responsibilities
- Manage customer interactions across social media platforms including Facebook, X (formerly Twitter), Instagram, LinkedIn, TikTok and other digital channels.
- Respond promptly and professionally to customer enquiries, feedback and complaints.
- Deliver exceptional customer service through timely issue resolution and effective communication.
- Escalate complex customer issues to the relevant internal teams for resolution.
- Monitor online conversations and identify opportunities to enhance customer engagement.
- Promote the organization’s products and services through positive customer interactions.
- Prepare daily and periodic reports on social media performance and customer interactions.
- Keep up to date with emerging social media trends, tools and best practices.
- Support initiatives aimed at improving customer satisfaction and brand reputation.
- Collaborate with internal teams to ensure consistent messaging and service delivery.
Qualifications and Experience
- A Diploma in Marketing, Public Relations, Communications or a related field.
- Proven experience managing social media platforms in a customer service or digital engagement environment.
- At least 5 years’ experience in customer service or 2 years’ experience in service recovery.
- Excellent written and verbal communication skills.
- Strong customer service orientation with the ability to resolve customer concerns professionally.
- Good understanding of social media management and digital communication.
- Knowledge of website analytics and social media monitoring tools is an added advantage.
- Strong organizational skills and attention to detail.
- Ability to work in a fast-paced, performance-driven environment.
- Flexibility to work shifts.
- Customer-focused mindset
- Excellent communication skills
- Strong interpersonal skills
- Problem-solving and analytical thinking
- Time management and organization
- Teamwork and collaboration
- Adaptability and resilience
- Attention to detail
- Digital and social media awareness
- Positive attitude and professionalism