Social Media Administrator

A Social Media Administrator will be responsible for ensuring that all Social Media enquiries and queries are responded to and addressed timeously and accurately within the stipulated time frames.

Should take a proactive role in learning about the client's business needs and company culture and provide a high level of service.

RESPONSIBILITIES

1. Ensure that all enquiries are acknowledged upon receipt within 24 working hours.
2. Ensure that all Google Business Account queries and enquiries are responded to timeously.
3. Ensure that all queries are properly channeled to the back office and that the member is kept up to date on the progress of the query.
4. Manage situations where an enquiry is not clear by engaging telephonically with the member to ascertain the purpose of the query.
5. Act as a liaison between the members of the Fund and the Fund's other service providers (funeral benefit administrator, Section 37C Investigators, Trust Fund Administrators, Tracers) in receiving claims queries, escalations, and ensuring that they are processed timeously.
6. Identify the source of the query by identifying all parties to a complaint and ensure that the relevant information is sought from all parties.
7. Provide accurate query responses within the stipulated timelines.
8. Have good problem-solving capabilities.
9. Control the outcome of the queries and ensure they are resolved.
10. Be able to deal with the Board of Trustees and other stakeholder queries.
11. Handle day-to-day member queries telephonically and via emails.
12. Provide a weekly report/update of all complaints and queries to Management.
13. Provide monthly reports for the relevant stakeholders.

REPORTING AND ADMIN

1. Submit daily and weekly reports including any ad-hoc reports as required by the business.

RELATIONSHIP MANAGEMENT

1. Strictly adhere to the rules and policies of the Fund, legislation, administration procedures, and service level agreements.
2. Maintain and improve quality results by adhering to standards and guidelines; recommend improved procedures.
3. Attend internal and external training as required.

TIME MANAGEMENT

1. Be flexible and able to work under pressure and multitask.

PETENCIES REQUIRED

1. Matric.
2. Communication (Written and Verbal).
3. English (Business writing and email etiquette).
4. Industry knowledge and at least 2 years of industry experience.
5. Accuracy and attention to detail.
6. Judgement and Decision Making.
7. Ability to work under pressure and be deadline-driven.
8. Organizational skills / Planning and prioritizing.
9. Interpersonal skills.
10. Setting goals.
11. Cross-team collaboration.
12. Time management.

QUALIFICATIONS

1. Matric.
2. Basic industry knowledge.
3. Excel – intermediate.
4. Time management / Planning.
5. Customer Services.

ORGANIZATIONAL VALUES

1. Ensure adherence to all organizational objectives.
2. Devote your time, attention, and abilities during working hours to the discharge of your duties with strict accuracy.
3. Use your best endeavors to properly conduct, improve, extend, develop, promote, protect, and preserve the business interest, reputation, and goodwill of the company.
4. Perform any other duties as determined by business needs and participate in all organizational events as required.
5. Be a team player at all times, meaning work well with your colleagues.
6. Treat all colleagues and clients with respect.
7. Build and maintain relationships at all levels with internal departments to enhance organizational effectiveness and efficiency.
8. Conduct your work with integrity at all times.