Social Media Administrator

PURPOSE OF ROLEA 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.RESPONSIBILITIESEnsure that all enquires are acknowledge upon receipt with 24 working hoursEnsure that all Google Business Account queries and enquires are responded to timeouslyTo ensure that all queries are properly channeled to back office and that member is kept up to date on the progress of the queryTo manage that where enquiry is not clear a telephonic engagement is made with member to ascertain purpose of the queryTo act as a liaison between the members of the Fund and 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 timeouslyIdentify the source of the query by identifying all parties to a complaint, and ensure that the relevant information be sought from all parties.Accurate query response within the stipulated timelines.Have good problem solving capabilitiesControl the outcome of the queries and ensure it is resolved.Be able to deal with the Board of Trustees and other stakeholder queries.Deal with day to day member queries telephonic and via emailsProvide a weekly report/update of all complaints and queries to ManagementProvide monthly reports for the relevant stakeholdersREPORTING AND ADMINSubmit daily and weekly reports including any ad-hoc reports as and when required by businessRELATIONSHIP MANAGEMENTStrictly adhere to the rules and policies of the Fund, legislation, administration procedures and service level agreements.Maintain and improve quality results by adhering to standards and guidelines; recommend improved procedures.Attend internal and external training required.TIME MANAGEMENTExcellent time management.Flexible and ability to work under pressure and multitask.COMPETENCIES REQUIREDMatricCommunication (Written and Verbal)English (Business writing and email etiquette)Stakeholder management (CRM)Industry knowledge and at least 2 years Industry experienceAccuracy and attention to detailJudgement and Decision MakingWorking under pressure And Deadline drivenOrganizational skills / Planning and prioritizingInterpersonal skillsSettings goalsCross team collaborationInnovationManagement of timeCustomer service QUALIFICATIONSMatricBasic industry knowledgeExcel - intermediateTime management/PlanningCustomer ServicesORGANIZATIONAL VALUESEnsure adherence to all organizational objectivesDevote the whole of your time, attention and abilities during working hours to discharge of your duties with strict accuracy.Use your best endeavors to properly conduct, improve, extend, develop, promote, protect and preserve the business interest, reputation and goodwill of the company.To perform any other duties as determined by the business needs and to participate in all organizational events as required.Be a team player at all times, meaning work well with your colleagues.Treat all colleagues and clients with respect.Build and maintain relationships at all levels with internal departments to enhance organizational effectiveness and efficiency.To do your work with integrity at all times