Social Media Handler / Customer Care Personnel at Delivery Pro Limited

Delivery Pro is a delivery service business that provides efficient andreliabledelivery services to businesses and individuals in Lagos state. Our services are designed to meet the needs of customers who require fast and secure same day delivery of goods and documentsacross Lagos.

We are recruiting to fill the position below:

Job Title: Social Media Handler / Customer Care Personnel

Location: Lekki, Lagos
Employment Type: Full-time

Job Description

• The social media handler/customer service personnel is responsible for creating, implementing, and managing the company's social media strategy to increase brand awareness, improve marketing efforts, and ultimately drive sales.
• He/She will also be responsible for managing and addressing customer inquiries, complaints, and feedback via phone, email, and chat platforms.

Key Responsibilities

• Develop and implement a social media strategy that aligns with the company's marketing goals and objectives.
• Manage the company's social media accounts (e.g. Twitter, Facebook, LinkedIn, Instagram, YouTube) by creating and curating high-quality content, responding to comments and messages, and monitoring metrics to measure the success of each platform.
• Collaborate with the marketing team to create engaging multimedia content (e.g. images, videos, infographics,blogposts) that showcases the company's products and services.
• Develop and maintain a social media content calendar to ensure a consistent posting schedule and ensure content is timely, relevant, and accurate.
• Analyze and report on social media metrics and insights to measure the success of campaigns and identify areas for improvement.
• Stay up-to-date with the latest social media trends, tools, and best practices, and make recommendations for improving the company's social media presence.
• Manage social media advertising
• Respond to customer inquiries and comments on social media in a timely and professional manner.
• Answering customer calls, emails, or messages and responding to their inquiries.
• Identify and respond to online crises or negative feedback
• Collaborate with other departments to create social media campaigns that support their specific objectives.
• Resolving customer complaints in a professional and empathetic manner
• Following up with customers to ensure their issues have been resolved
• Providing service information to customers
• Escalating customer complaints or issues to the appropriate personnel
• Maintaining accurate customer records and updating customer databases
• Monitoring customer feedback.
• Providing feedback to management on customer concerns and suggestions for improvement
• Conducting surveys and obtaining customer feedback to improve customer satisfaction
• Adhering to customer service policies and procedures.
• Collaborating with other teams to ensure timely resolution of customer issues
• Identifying opportunities to upsell or cross-sell products and services.

Qualifications / Requirements

• Bachelor's Degree in Marketing, Communications, or related field.
• Proven experience as a social media handler, with a track record of successful social media campaigns with a minimum of two years experience.
• Knowledge of social media platforms and their respective best practices (e.g., Facebook, Twitter, Instagram, LinkedIn)
• Experience with social media management tools such as Hootsuite, Sprout Social, or Buffer.
• Analytical skills and experience with social media analytics tools (e.g., Google Analytics, Facebook Insights)
• Excellent writing, editing, and communication skills.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.
• Creativity and ability to generate engaging social media content
• Ability to adapt to changing priorities and work in a fast-paced environment
• Experience in logistics or transportation industry is a plus.

Knowledge, Skills and Abilities:

• Excellent communication skills, both verbal and written
• Good interpersonal skills and ability to build rapport with customers
• Problem-solving and conflict resolution skills
• Ability to work well under pressure
• Strong problem-solving skills and ability to think on their feet High emotional intelligence
• Empathy and patience in dealing with customers
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Proficient in the use of computers and various software applications
• Ability to work independently and as part of a team
• Creativity.

Salary
N80,000 - N100,000 / month.

Application Closing Date
16th July, 2023.

How to Apply
Interested and qualified candidates should send their CV to: deliveryproglobal@gmail.com using the Job Title as the subject of the email.