The key purpose of the Social Media Agent is to ensure an effortless customer
experience across MTN’s Non-Voice Channels.
The Agent operates within Social Media Customer Care (Non-Voice Channels:
Customer Experience and Operations/CXO) .They are responsible for engaging all
MTN customers (All topics related to MTN products, service offerings, CBU & EBU) as
well as non-MTN/potential customers visiting MTN’s approved social media pages
and/online communities. During these engagements, the Social Media Care
Consultant will ensure that the needs of the customer/online visitors are prioritized,
customer satisfaction standards are met, and operational performance metrics are
achieved.
- Improve engagement
- Improve brand sentiment
- Improved the quality of customer support and service provided – Prioritize the CX
- Ensure First Contact Resolution increases (Own & resolve)
- Improved communication and connection with customers
- Increased social media visibility and drive digital takeup/self service)
- Improved efficiency and effectiveness with handling queries and resolving problems
- Ensure that all brand emergencies are prioritized and minimum to no impact to the MTN brand is experienced
- Proactively manage negative brand exposure
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