Company Info
Delivery Pro is a delivery service enterprise specializing in efficient and dependable delivery solutions for both businesses and individuals within Lagos state. Our comprehensive services cater to customers seeking swift and secure same-day delivery of various goods and documents throughout Lagos. We are committed to meeting the unique needs of our clients by providing fast, reliable, and secure delivery services.
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.
Deadline: 5th June, 2023.
How to Apply: Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.