Social Media Support Agent at Equity Bank Kenya

Equity Bank is one of the region's leading Banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern, inclusive financial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, South Sudan and Congo, Equity Bank is now home to more than 11 million customers - the largest customer base in Africa. Currently the Company is seeking additional talent to serve as Social Media Support Agent.
Job description
Working under Finserve Africa Ltd and reporting to the Customer Care Manager, the social media support agent will act as a liaison, provide product and services information and resolve with accuracy and efficiency any issues that our customers may face in the course of transacting with our Echo channels. The Agent should be genuinely excited to engage with our customers and look for opportunities to share the brand they love and work for. He/ she will be expected to;

Be the first point of contact for customers and to be responsible for escalating to the relevant persons and departments any issues that cannot be solved by the knowledge base
Build sustainable trust and relationship with customers with open and interactive communication
Provide accurate complete and right information to customers by using the right language, methods and tools
Identify and assess customer's needs to achieve and retain satisfaction
Research examples of good practice from elsewhere and use them to help continually improve our approach and achieve recognition as an organization that truly engages with its community on their journey.
Compile reports and trends, including sentiment analysis arising from engaging with customers the Echo social media platforms, and shares these reports with the business.
Walk the extra mile to engage with our customers
Is a team player who displays a sense of belonging, sense of ownership and is optimistic.
Experience in the customer/client service, sales, outreach, grassroots, social media, buzz, digital PR or buzz building and sustaining communities.
Experience in handling social media and digital communications

Required Qualifications and Experience

Degree in communications, journalism, marketing or a related social sciences field
Experience in the customer/client service, sales, outreach, grassroots, social media, buzz, digital PR or buzz building and sustaining communities
Experience in handling social media and digital communications
Excellent communication skills, especially written: ability to convey ideas in a clear and concise way
Excellent command of the English language
Tech savvy and up to date on social and digital trends
Interpersonal ability; can carry and encourage conversations on the brand
Conflict management skills: be able to convey sensitive issues and respond to customers concerns in a way that resolves the issue at hand to the customers' satisfaction
Empathy and good judgment: in a position to shape conversations through engagement and respond with understanding and positivity
Dynamic: willing to respond and handle issues as they arise and also should be able to deal with problems appropriately

Role must be occupied by someone who is enthusiastic, friendly, honest, communicates with the values of transparency and diligent. The role holder will be a person who is passionate and exhibits commitment, flexibility and is calm, humble and friendly, attentive to customers and approachable.