Customer Service Social Media Officer at Food Concepts Plc

Never Miss a Job Update Again. We have started building our professional LinkedIn page. Company: Location: NigeriaState: Job type: Full-Time Job category: Food Concepts commenced operations in 2001. From inception, our aim has been clear-cut and focused: to revolutionize the food sector in West Africa and to deliver extraordinary satisfaction to our stakeholders. Since launching in 2004, Chicken Republic (Subsidiary of Food concepts) has already opened 55 stores in Nigeria and Ghana.

On this basis, we are proud of the brand’s hard-earned reputation as the fastest growing chicken QSR in West Africa and the number 1 chicken QSR in Nigeria (both in revenues and number of outlets). In addition, Chicken Republic was ranked as one of Nigeria’s top 20 brands across all categories (Financial Standards Awards 2009). We Are Recruiting To Fill The Position BelowJob Title: Customer Service Social Media OfficerRequisition ID: 1948Location: Mushin, LagosEmployment Type: Full-timeDepartment: Marketing DepartmentReports to (Title):

Senior Manager, Customer ExperienceJob PurposeThe Job Holder manages all social media customer interactions to ensure prompt, accurate, and professional responses to enquiries, requests, and complaints. This includes working closely with social media agencies to guarantee resolution within agreed SLAs, coordinating with internal stakeholders to follow up on unresolved cases, and maintaining a consistent brand voice across all digital platforms. Social Media OperationsCore Responsibilities and Key Result AreasMonitor and ensure timely response to customer enquiries, requests, and complaints across the company’s social media channels. Ensure all queries are acknowledged and resolved within the defined SLA.

Maintain a case-tracking system to monitor query progress and resolution. Escalate issues to relevant departments and follow up until resolution is confirmed. Serve as the main liaison between the organization and social media agencies, ensuring seamless communication and task execution. Track and review social media agency performance against SLAs. Maintain and update response guideline to ensure brand tone and messaging consistency. Provide daily, weekly, and monthly reports on social media interactions, resolution rates, and sentiment analysis. Monitor brand mentions, trends, and customer sentiment across digital platforms and escalate potential crises.

Regulatory & ComplianceEnsure compliance with company policies, confidentiality guidelines, and data privacy regulations in all customer interactions. Ensure all public communications align with brand guidelines and regulatory requirements. Key Performance IndicatorsAverage response time to customer enquiriesResolution rate within SLACustomer satisfaction score for social media interactionsNet Promoters Score for social media interactionsAgency SLA compliance rateSentiment improvement over timeNumber of escalated cases resolved within target timelinesRequirementsEducational Requirements: A minimum of a university degree in Communication, Marketing, Public Relations, or a related field. Professional RequirementsPossession of relevant certifications in Digital Marketing, Social Media Management, or Customer Experience is an advantage.

Experience RequirementsMinimum of 3 years’ experience in social media community management, customer service, or a related role. Knowledge RequirementsStrong understanding of social media platforms, tools, and customer interaction best practices. Experience managing agencies, setting performance expectations, and enforcing SLAs. Ability to track and analyze customer interaction metrics for continuous improvement. Knowledge of social media monitoring tools, escalation processes, and crisis management. Decision ExpectationsDecide on escalation and resolution strategies for complex customer issues. Approve tone, style, and content of responses to ensure alignment with brand standards. Prioritize customer queries for timely and efficient resolution.

Working ConditionsTypically works 40 hours per week, Monday to Friday, with flexibility to monitor and respond to social media activity outside business hours, including weekends and holidays, as needed. Application Closing DateNot Specified. Don't Keep! Kindly Share: