(LDC) Social Media Agent - Contact Centre

Mission/ Core purpose of the Job:

The Social Media and Administration Assistant is responsible for delivering professional, customer-centric support across all company social media platforms while providing administrative and operational support to the Contact Centre.

The role's primary responsibility is to monitor, manage and respond to customer enquiries received through social media channels, ensuring timely engagement, accurate information sharing and the effective escalation of issues for resolution. The incumbent serves as a key point of contact between customers and operational teams, helping to drive a positive customer experience.

In addition, the role supports operational efficiency through ticket management and administration, routing and tracking customer requests, maintaining data integrity within the ticketing system, and assisting with reporting and other administrative activities.

The Social Media and Administration Assistant plays a critical role in safeguarding and enhancing the company's brand reputation by ensuring responsive customer engagement, maintaining high service standards, and collaborating effectively with internal stakeholders to deliver exceptional customer service.

Key Performance Areas:

Social Media Management (Primary Responsibility)

• Monitor all company social media platforms including Facebook, X (Twitter), Instagram, LinkedIn and other digital channels. 
• Respond professionally and timeously to customer enquiries. 
• Identify complaints requiring escalation and ensure they are logged and assigned correctly. 
• Maintain agreed response time Service Level Agreements (SLAs). 
• Escalate urgent customer issues to the relevant operational teams. 
• Ensure all customer interactions reflect the company's brand values and customer service standards. 
• Identify recurring customer issues and communicate trends to management. 

Ticket Administration

• Assist with routing customer tickets to the appropriate operational teams. 
• Ensure tickets contain accurate information before assignment. 
• Assist with ticket clean-up activities, including updating statuses, removing duplicates and correcting categorisation where required. 
• Monitor ticket queues and assist in maintaining workflow efficiency. 
• Support operational teams with administrative ticket-related tasks. 

Administration

• Perform general administrative duties supporting the Contact Centre. 
• Maintain accurate documentation and records. 
• Assist with updating operational trackers and reporting templates. 
• Support operational projects and initiatives when required. 

Stakeholder Collaboration

• Work closely with Customer Service teams to ensure prompt resolution of customer enquiries. 
• Liaise with Team Leaders regarding escalated customer issues. 
• Collaborate with Operations to improve ticket routing and customer communication. 
• Build positive working relationships across departments

Education: 

• Matric 

• Relevant certificate or diploma in Business Administration, Customer Service, Marketing or a related field will be advantageous

Experience:

• 1–2 years' experience in Customer Service, Contact Centre Administration, Social Media Administration or a similar environment. 

• ISP experience (advantageous)

• Experience responding to customers through social media platforms will be advantageous. 

• Experience working with ticketing or CRM systems is beneficial. 

• Good administrative experience. 

• Basic reporting and Microsoft Excel skills. 

• Strong written communication skills. 

• Ability to work in a fast-paced environment. 

• Strong attention to detail. 

• Good organisational and time management skills.