KEY DELIVERABLES
· Manage incoming complaint queries and request further information on these complaints
· Ensuring daily scans of all social media platforms for activity / complaints of customers
· Familiarizing branch managers worldwide with social media and community groups to ensure rapid response from all stakeholders.
· Maintain customer complaints Database
· Maintaining of the “Internet Monitoring list” of websites where customer complaints appear
· Edit quality improvement forms by analyzing the cause of an issue and helping a branch to improve services
· Edit social network statistic report
· QS capturing on the Intranet
· Prepare internal for branches that rules / procedures on social networks
· Manage informatics support use by the team
SKILLS AND EXPERIENCE
· Minimum of 2 years post BAC (bachelor’s degree) (Matric /A’ Levels/ High school certificate) studies (Business School/University Degree)
· A proven track record of customer service skills
· Investigative abilities
· Previous experience with social networking and viral marketing
· Exceptional verbal & written communication skills in both French and English
· Experience in responding to client queries in a prompt fashion
· Exceptional analytical skills / capacity to take a decision
· Excellent proficiency in Microsoft Office
