Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes..
Job Description
The Social Media Community Coordinator is responsible for engaging with the online community, respond to comments and requests on social media. They are responsible for analysing relevant community metrics, relay community feedback to relevant internal stakeholders, supporting the customer service team by relaying notices and updates of technical issues.
Brand management:
- Ensure content is aligned to our Marketing Strategy and Communication Guidelines.
- Support customer service team by relaying notices and updates of technical issues.
- Oversee day-to-day management of content and ensure brand consistency.
- Leveraging user-generated content to amplify brand awareness and loyalty.
- Manage all aspects of social media interaction between customers and the company, and ensure a positive customer service experience
- Stay up to date with the latest social media best practices and technologies
- Ensure brand consistency in copy through tone of voice and terminology
- Collaborate with suppliers and internal teams to generate and approve content.
- Ensure content is written for all audiences, is accurate and consistent.
- Responding to all the comments, questions, mentions on all our social media & digital platforms.
- Managing feedback with our customer care service providers.
- Managing Complaints and Escalations.
Assist with the quality assurance of content ensuring it is in line with Corporate Identity Guidelines, Legal and Compliance requirements to ensure that we produce high-quality and error-free collateral and manage our brand reputation & risk mitigation.
Measure Marketing Impact:
Ensure all Social Media interactions are tracked, analysing, highlighting effectiveness ,reporting performance and key trends to business.
Qualifications
WORK EXPERIENCE
Required
- 3+ years of social media community management experience
- Excellent knowledge of Facebook, Twitter, LinkedIn, Pinterest, Instagram, YouTube, Google, Hellopeter, WhatsApp and other social media best practices
- Excellent interpersonal and communication skills
- Good understanding of social media KPIs
- Excellent multi-tasking skills
- Critical thinker and problem-solving skills
- Excellent time-management skills
- Customer relationship management and servicing.
- Team player
- The ideal candidate will also have experience in copywriting, blogging and/or digital PR.
Relevant qualification in business, marketing, journalism, public relations, or related field.
Required
TECHNICAL SKILLS OR KNOWLEDGE
Social Media Platforms & Analytics
Strong computer skills using Microsoft Office, Adobe Suites and Meta Business Suite
Preferred
Proficient in using multi-social posting programs such as Meltwater
Additional Information
PERSONAL ATTRIBUTES
- Accountability
- Action Orientated
- Collaborative
- Communication & Writing Skills
- Manages Complexity
- Resourceful and Problem-Solving Skills
- Creative Thinking
- Decision Making Skills
- Efficient and Effective Mindset
- Planning and Organisation
- Resilient and Adaptive
- Sincere and Values Orientated
