2 Fresher Social Media Customer Care Administrator Jobs – Heavenly Cakes

Organization: Heavenly Cakes
Reports
to:
General Manager
Duty
Station:
Kampala, Uganda
About
US:
Heavenly Cakes specializes
in specialty cakes, wedding cakes, cupcakes, pastries and desserts.
Job
Summary:
The Social
Media Customer Care Administrator will manage the company’s social media
marketing and advertising. Administration includes but is not limited
to:Customer care, Advertising, Deliberate planning and goal setting,
Development of brand awareness and online reputation, Content management, SEO
(search engine optimization) and generation of inbound traffic and Cultivation
of leads and sales. The Social Media administrator is a highly motivated,
creative individual with experience and a passion for connecting with current
and future customers. That passion comes through as he/she engages with
customers on a daily basis, with the ultimate goal of turning fans into
customers.
Key
Duties and Responsibilities: 
  • The
    Social media customer care Administrator will serve as the first point of
    contact for all clients and ensure that a high quality of service is
    delivered at all times.
  • The
    job holder will have full knowledge and ability to help process customer
    enquiries/orders and accurately maintain all records in a timely critical
    environment including translation services to help meet the individual
    needs of Heavenly cakes customers.
  • Manage
    all Heavenly cakes social media sites efficiently and effectively
  • Identify
    customer needs, and utilize appropriate questioning and listening skills
    to identify and offer appropriate solutions.
  • Manage
    social media marketing campaigns and day-to-day activities including:
                    
Create,
curate, and manage all published content (images, video and written).
                    
Monitor,
listen and respond to users in a “Social” way while cultivating leads and
sales.
                    
Conduct
online advocacy and open a stream for cross-promotions.
                    
Develop
and expand community and/or influencer outreach efforts.
                    
Oversee
design (i.e. Facebook Timeline cover, profile pic, thumbnails, ads, landing
pages, Twitter profile, Blog, etc.).
                    
Design,
create and manage promotions and Social ad campaigns.
                    
Manage
efforts in building online reviews and reputation. Monitor online reviews and
respond to each review.
                    
Analyze
key metrics and tweak strategy as needed.
  • Compile
    reports for management showing results (ROI).
  • Perform
    all administrative tasks and any necessary follow-up work relating to
    Customer Service.
  • Become
    an advocate for the company in social media spaces, engaging in dialogues
    and answering questions where appropriate.
  • Demonstrate
    ability to map out a comprehensive marketing plan. Drive strategies that
    are proven by testing and metrics.
  • Develop
    organizational elements in order to implement a proactive process for
    capturing happy, loyal customer online reviews.
  • Monitor
    trends in social media tools, applications, channels, design and strategy.
  • Implement
    ongoing education to remain highly effective.
  • Identify
    threats and opportunities in user-generated content surrounding the
    company. Report notable threats to appropriate management.
  • Analyze
    campaigns and translate anecdotal or qualitative data into recommendations
    and plans for revising social media, content marketing, SEO and social
    advertising campaigns.
  • Monitor
    effective benchmarks (Best Practices) for measuring the impact of social
    media campaigns. Analyze, review, and report on effectiveness of campaigns
    in an effort to maximize results.
Qualifications,
Skills and Experience: 
  • The
    ideal candidate should preferably hold a Bachelor’s degree with honours in
    Communication Studies, IT, Secretarial Studies, Liberal Arts or other
    related area.
  • At
    least two years’ of related experience in the area of customer care and
    communications, in a reputable organization.
  • Possesses
    knowledge and experience in the tenets of traditional marketing.
  • Demonstrates
    creativity and documented immersion in social media. (Give links to
    profiles as examples).
  • Experience
    sourcing and managing content development and publishing.
  • Displays
    in-depth knowledge and understanding of social media platforms, their
    respective participants (Facebook, Twitter, Instagram, YouTube, Pinterest
    etc.) and how each platform can be deployed in different scenarios.
  • Maintains
    excellent writing and language skills.
  • Displays
    ability to effectively communicate information and ideas in written and
    video format.
  • Exceeds
    at building and maintaining sales relationships, online and off.
  • Practices
    superior time management.
  • Is
    a team player with the confidence to take the lead and guide other
    employees when necessary. (ie: content development, creation and editing
    of content, and online reputation management).
  • Makes
    evident good technical understanding and can pick up new tools quickly.
  • Maintains
    a working knowledge of principles of SEO including keyword research and
    Google Analytics. Highly knowledgeable in the principles of “Search and
    Social.”
  • Demonstrates
    winning Social Customer Service techniques such as empathy, patience,
    advocacy and conflict resolution.
  • Possesses
    great ability to identify potential negative or crisis situation and apply
    conflict resolution principles to mitigate issues.
How
to Apply: 
All suitably qualified and
interested candidates should send their applications together with:
  • Attached
    copies of all academic qualifications (transcripts and certificates);
  • Detailed
    CVs and mobile telephone numbers;
  • Three
    work references and or/academic references;
Send the complete
applications via EMAIL ONLY to heavenlycakesug@gmail.com and address them to;
The Recruitment Officer,
Heavenly Cakes,
P.O. Box 5259,
Kampala-Uganda
Deadline:
13th August 2016 by 5:00 PM

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