Customer experience & Social media personnel at Elvaridah Limited in Lagos

Role summary

We are looking for a initiative-driven and innovative Customer experience & Social media personnel to supervise client engagements, ensure top-notch support dispatch, and oversee the corporate identity’s presence across social platforms channels. This position requires a blend of strategic thinking, issue resolution, and practical implementation to lead client fulfillment, brand commitment, and online group growth.

Duties  Client Serivices:

• Formulate and execute plans to improve the entire client journey and fulfillment.
• Serve as the main point of reach out for escalated client concerns, making sure quick and successful outcome.
• Collect, evaluate, and documentation client response to enhance goods, solutions, and methods.
• Work alongside processes, sales, and cross-functional teams to guarantee client needs are fulfilled.
• Educate and mentor employees on client support guidelines and industry standards.

Social platforms Management:

• Formulate, oversee, and implement the organization’s social platforms plan across channels (Instagram, Twitter/X, LinkedIn, TikTok, Facebook, etc.).
• Produce compelling and applicable content (text, images, videos, stories, reels) that reflects the corporate identity’s voice.
• Track social platforms channels, address client questions, and engage with the online group.
• Monitor productivity indicators (relation, reach, switches) and offer findings for ongoing development.
• Stay informed on market trends, rival initiatives, and new social platforms resources/capabilities.

Qualifications

• Bsc in Promotion, Communications, Business, or relevant field.
• Demonstrated expertise in client support/customer experience management and social platforms management (at least 2–4 years).
• Deep knowledge of client journey mapping and service excellence plans.
• Competence in social platforms resources and data analysis channels (e.g., Meta Business Suite, Hootsuite, Buffer, Google Data analysis).
• Clear articulation, drafting, and content formation competencies.
• Robust analytical abilities with a client-first mentality.
• Capability to operate cross-operationally and oversee various projects at the same time.
• Creativeness, flexibility, and a analytics-based approach to strategic judgment.