Social Customer Care Consultant
Position summary
Introduction
Job description
· Engage, assist, and resolve customer queries, complaints, and compliments across all Woolworths social media platforms including X, Facebook, Instagram, LinkedIn, Google, TikTok, and YouTube.
· Monitor, moderate, and engage with customer conversations daily across social platforms.
· Escalate community issues to the Community Lead promptly and support crisis communication when required.
· Maintain clear and efficient communication across internal departments (e.g. Stores, PR, Online, Marketing) to ensure accurate and timely information sharing.
· Monitor alerts, online community tools, and social media technologies - producing weekly and monthly reports in line as required.
· Stay up to date with local and global content trends and alert the business to emerging topics within public social conversations.
· Contribute to the development of content and community strategies that foster brand-aligned engagement and a strong community spirit.
· Drive creativity and thought leadership within the social media and marketing teams.
· Support the implementation of tactical community content action plans.
· Provide daily and weekly reporting on social media activity, collaborating with Online, Brand, Business Units, and the Customer Care Team to shape appropriate online customer experiences.
· Resolve customer queries and complaints promptly and professionally, ensuring reputational risks are managed and escalations are minimised.
· Logging and escalating of all customer communication to the relevant departments as per the requirements.
· Support marketing campaigns through social media interaction, monitoring, and benchmarking Woolworths' digital presence against global standards.
Minimum requirements
· Exceptional command of English with strong written and verbal communication skills.
· Degree or Diploma in Journalism, Communications, Marketing, or Advertising.
· 3–5 years’ experience in a Community Management or related role.
· Proven experience handling customer queries and feedback in a customer service environment.
· High attention to detail and strong editorial standards.
· Ability to perform under pressure and manage multiple priorities.
· Collaborative team player, able to work effectively with stakeholders at all levels.
· Excellent problem-solving skills and sound judgment.
· Flexible with working hours, including weekends and after-hours when required.
· Call centre experience is an advantage.
Knowledge of:
· Content and community strategy
· Online social and content industry and market trends
· Social platforms and tools
· Knowledge of industry technology and tools
· Attention to detail
· Business writing skills
· Strong administration and interpersonal skills
· Ability to work independently and as part of a team
· Business acumen
· PC Literacy: MS Office suite
· Experience in crisis management
· Ability to work flexible hours
· Ability to work on multiple projects
Project management experience
