Social Media Liason at Herotel

Applications are invited for the Social Media Liaison position to be based in Central South Africa.

PURPOSE OF THE ROLE:

A customer-focused position to support our online presence across social media platforms. This role is ideal for someone with strong communication skills, a customer-first mindset, and the ability to effectively escalate issues and manage customer expectations. This person will ensure our customers feel heard, informed, and valued.

Key Performance Areas would include, but are not limited to:

• Monitor and respond to customer queries, comments, and complaints on all social media channels (Facebook, Twitter/X, Instagram, Google, etc.) and local What's app groups in a timely and professional manner
• Escalate technical issues, service disruptions, or complaints to the relevant internal teams and follow through to resolution
• Assist in the scheduling of engaging content to support campaigns, product launches, and service updates
• Maintain a consistent brand voice across all platforms
• Track and report on social media engagement and customer sentiment
• Support broader marketing or communications initiatives as needed
• Stay up to date with platform updates, social media trends, and best practices

The successful candidate must have the following experience/skills:

• Excellent written and verbal communication skills with fluency in English and local languages.
  
• Must be customer-centric with the ability to remain calm and professional, even under pressure.
  
• Must have a keen interest in social media in general, and an understanding of how the different systems operate.
  
• Basic understanding of major social media platforms and how they are used for customer engagement.
  
• Proficient in basic computer skills and social media management tools (e.g. Meta Business Suite or similar platforms).
  
• Previous experience in customer service or community management is an advantage.
  
• Willingness to learn and grow in a fast-paced, dynamic environment.
  
• Strong attention to detail and ability to manage multiple conversations simultaneously.
  
• Responsible and reliable with good time management.
  
• Team player who takes initiative and shows a willingness to assist others.
  
• Must be willing to work shifts, including evenings and weekends.
  

Education Requirements:

• Matric (Grade 12) or similar.
  
• Short courses or certification in social media and communications management, digital marketing, or customer service will be advantageous.
  

PLEASE NOTE:

• Preference will be given to Previously Disadvantaged Individual candidates in line with Herotel’s Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application. Please refer to our Privacy Policy on our website for further information on how we process personal information.
• Kindly note that should you not receive feedback from us within 4 weeks of applying, you should consider yourself unsuccessful for the role.