REFERENCE: MDCA03/2025
Icebolethu Group is an authorised Financial Service Provider FSP45714 and a Level 1 BBBEE Contributor is South Africa's second largest Funeral Assurance Group. Winner of the Standard Bank KZN - Top Brand award for 2022 provides a centre of excellence and a leading provider of dignified burial solutions.
Icebolethu Group is currently in search of a Permanent Digital community agent within the Marketing Department, a Division of Icebolethu Group to be based in the Durban branch. The successful incumbents will be required to ensure enquiries and conversations are monitored and responded to within social media platforms including Facebook, Twitter, and other similar social media outposts by monitoring and following conversations and platforms. Additionally, engaging in dialogues and answering questions where appropriate client service queries and attention required. Furthermore, escalating complaints and resolve issues to completion where possible.
Minimum Qualifications.
• Grade 12
• National Diploma or Degree in Communications / Public Relations / Business Management.
Experience and Knowledge required.
• Minimum of 2 years’ experience in a similar role.
• Computer Literacy in MS Office Suite.
• A high standard of English grammar and punctuation is needed.
• IsiZulu language will be an added advantage.
Skills required for the position:
• Excellent Customer service skills
• Strong communication and Interpersonal skills.
• Problem solving and detail orientated.
• Ability to work flexible hoursResponsibilities Required:
• Provide accurate, efficient and timely responses to requests for online queries.
• Capture lead generation from social and digital media platforms.
• Resolve highly complex client issues with strict adherence to company policies and processes through escalation to appropriate and relevant departments effectively and close communication with clients.
• Identify improvements and procedural challenges, recommending appropriate solutions.
• Build brand engagement and foster brand communities.
• Perform other duties as assigned by the manager.
Community Engagement
● Actively manage Icebolethu Group’s social media platforms, including Facebook, Instagram, Twitter, and LinkedIn.
● Respond promptly to comments, direct messages, and inquiries with professionalism and compassion, reflecting the company's ethos.
● Foster positive relationships with customers, followers, and influencers to build a sense of trust and community.
● Support marketing campaigns by driving engagement, creating polls, and initiating relevant discussions.
Customer Support
● Address client queries and concerns via social media, email, and WhatsApp, ensuring all responses align with Icebolethu’s commitment to compassionate service.
● Escalate complex or unresolved issues to the appropriate internal teams, ensuring timely follow-ups.
● Monitor online reviews and feedback, responding constructively to maintain a positive brand image.
Content Moderation
● Monitor and manage user-generated content to ensure compliance with Icebolethu Group’s community guidelines.
● Proactively manage inappropriate content, addressing complaints and maintaining a respectful online environment.
Analytics and Reporting
● Track and report key community engagement metrics, including sentiment analysis, response time, and audience growth.
● Provide insights on trends, audience behaviour, and potential areas for improvement to the Digital Marketing Manager.
● Contribute to weekly and monthly reports on campaign performance and community health.
(NB: Applications with no clarification for the position and location applying for will not be considered)
Please submit all CV’s to hr_recruitment@icebolethu.co.za
Closing date for CV submissions is Friday 21 March 2025.