Job Description
<p><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-GB"><strong>Mission/</strong> <strong>Core purpose of the Job:</strong></span></span></p><p><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 107%;">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.</span></span></p><p><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 107%;">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.</span></span></p><p><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 107%;">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.</span></span></p><p><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 107%;">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.</span></span></p><p style="line-height: normal; margin-bottom: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-GB" style="font-size: 10pt;"><strong>Education:</strong> </span></span></p><ul style="list-style-type: disc;"><li style="line-height: normal; margin-bottom: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt;">Matric </span></span></li><li><p style="line-height: normal; margin-bottom: 0in; margin-right: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt;">Relevant certificate or diploma in Business Administration, Customer Service, Marketing or a related field will be advantageous</span></span></p></li></ul><p class="Default" style="line-height: 115%; margin: 6pt 0in; text-align: justify;"><span style="color: windowtext; font-family: "MTN Brighter Sans Light";"><span lang="EN-GB" style="font-size: 10pt; line-height: 115%;"><strong>Experience:</strong></span></span></p><ul><li><p style="line-height: normal; margin-bottom: 0in; margin-right: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt;">1–2 years' experience in Customer Service, Contact Centre Administration, Social Media Administration or a similar environment. </span></span></p></li><li><p style="line-height: normal; margin-bottom: 0in; margin-right: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt;">ISP experience (advantageous)</span></span></p></li><li><p style="line-height: normal; margin-bottom: 0in; margin-right: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt;">Experience responding to customers through social media platforms will be advantageous. </span></span></p></li><li><p style="line-height: normal; margin-bottom: 0in; margin-right: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt;">Experience working with ticketing or CRM systems is beneficial. </span></span></p></li><li><p style="line-height: normal; margin-bottom: 0in; margin-right: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt;">Good administrative experience. </span></span></p></li><li><p style="line-height: normal; margin-bottom: 0in; margin-right: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt;">Basic reporting and Microsoft Excel skills. </span></span></p></li><li><p style="line-height: normal; margin-bottom: 0in; margin-right: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt;">Strong written communication skills. </span></span></p></li><li><p style="line-height: normal; margin-bottom: 0in; margin-right: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt;">Ability to work in a fast-paced environment. </span></span></p></li><li><p style="line-height: normal; margin-bottom: 0in; margin-right: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt;">Strong attention to detail. </span></span></p></li><li><p style="line-height: normal; margin-bottom: 0in; margin-right: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt;">Good organisational and time management skills.</span></span></p></li></ul><p><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-GB"><strong>Key Performance Areas:</strong></span></span></p><p style="margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 107%;"><strong>Social Media Management (Primary Responsibility)</strong></span></span></p><ul style="list-style-type: disc;"><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Monitor all company social media platforms including Facebook, X (Twitter), Instagram, LinkedIn and other digital channels. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Respond professionally and timeously to customer enquiries. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Identify complaints requiring escalation and ensure they are logged and assigned correctly. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Maintain agreed response time Service Level Agreements (SLAs). </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Escalate urgent customer issues to the relevant operational teams. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Ensure all customer interactions reflect the company's brand values and customer service standards. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Identify recurring customer issues and communicate trends to management. </span></span></li></ul><p style="line-height: 115%; margin: 0in 0in 0in 0.5in;"> </p><p style="margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 107%;"><strong>Ticket Administration</strong></span></span></p><ul style="list-style-type: disc;"><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Assist with routing customer tickets to the appropriate operational teams. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Ensure tickets contain accurate information before assignment. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Assist with ticket clean-up activities, including updating statuses, removing duplicates and correcting categorisation where required. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Monitor ticket queues and assist in maintaining workflow efficiency. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Support operational teams with administrative ticket-related tasks. </span></span></li></ul><p style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"> </p><p style="margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 107%;"><strong>Administration</strong></span></span></p><ul style="list-style-type: disc;"><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Perform general administrative duties supporting the Contact Centre. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Maintain accurate documentation and records. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Assist with updating operational trackers and reporting templates. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Support operational projects and initiatives when required. </span></span></li></ul><p style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"> </p><p style="margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 107%;"><strong>Stakeholder Collaboration</strong></span></span></p><ul style="list-style-type: disc;"><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Work closely with Customer Service teams to ensure prompt resolution of customer enquiries. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Liaise with Team Leaders regarding escalated customer issues. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Collaborate with Operations to improve ticket routing and customer communication. </span></span></li><li style="line-height: 115%; margin-bottom: 0in; margin-top: 0in;"><span style="font-family: "MTN Brighter Sans Light";"><span lang="EN-ZA" style="font-size: 10pt; line-height: 115%;">Build positive working relationships across departments</span></span></li></ul><p style="margin-bottom: 0in; margin-top: 0in;"> </p>
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