About Company
Econet Wireless Zimbabwe is the country’s leading telecommunications and digital technology company. With a pioneering spirit and an unwavering commitment to innovation, we have transformed the communication landscape, connecting millions across Zimbabwe. Our extensive network and diverse range of services, including voice, data, and mobile money, empower individuals and businesses alike. At Econet, we believe in a future where technology enriches lives, fosters economic growth, and bridges distances. We are a customer-centric organization, driven by a passion for service excellence and a vision to lead the digital revolution in Zimbabwe. Joining Econet means becoming part of a dynamic team that values creativity, integrity, and social impact, working together to build a digitally inclusive society. Our mission extends beyond connectivity; we strive to create opportunities, foster inclusion, and deliver solutions that genuinely make a difference in the daily lives of Zimbabweans. We are committed to nurturing talent, providing avenues for professional growth, and fostering an environment where every employee can thrive and contribute to our shared vision.
Job Description
Are you passionate about delivering exceptional customer experiences and thrive in a digital-first environment? Econet Wireless Zimbabwe is seeking a highly motivated and empathetic Remote Social Support Advocate to join our vibrant customer service team. This is a unique opportunity to work from the comfort of your home in Mutoko, Mashonaland East Province, while making a significant impact on our customers’ journey. In an increasingly connected world, our social media channels are vital touchpoints for our valued subscribers. As a Social Support Advocate, you will be the compassionate and proactive voice of Econet, engaging directly with our customers across various social platforms including Facebook, Twitter, Instagram, and WhatsApp. You will be responsible for proactively monitoring social conversations, responding to inquiries, resolving issues, and transforming challenges into opportunities for loyalty. This role requires a keen eye for detail, exceptional written communication skills, and a genuine desire to go above and beyond to ensure customer satisfaction. You will not only address concerns promptly and effectively but also educate customers on our products and services, gather valuable feedback, and contribute to a positive brand image online. This role is more than just answering questions; it’s about building relationships, fostering community, and being a true champion for our customers in the digital space. If you are a self-starter with a strong sense of ownership, excellent problem-solving abilities, and a proven track record in social media customer service, we encourage you to apply and become an integral part of our remote talent network. Your dedication will directly contribute to Econet’s reputation for outstanding service and reinforce our position as a leader in the telecommunications industry. Embrace the flexibility of remote work while being a vital part of a forward-thinking team committed to connecting Zimbabwe.
Key Responsibilities
- Monitor various social media channels (e.g., Facebook, Twitter, Instagram, WhatsApp) for customer inquiries, comments, and mentions related to Econet Wireless Zimbabwe.
- Respond promptly, professionally, and empathetically to customer queries and concerns on social media platforms, maintaining brand voice and tone.
- Investigate and resolve complex customer issues, collaborating with internal teams (e.g., technical support, billing, marketing) to ensure timely and effective solutions.
- Identify and escalate critical customer feedback or potential PR issues to relevant departments.
- Educate customers on Econet products, services, promotions, and self-service options available.
- Track and report on social media customer service metrics, identifying trends and areas for improvement.
- Contribute to the development of social media response templates and FAQs.
- Participate in ongoing training and development to stay updated on product knowledge and customer service best practices.
- Maintain accurate records of customer interactions and resolutions in CRM systems.
Required Skills
- Excellent written communication and interpersonal skills in English (Shona and Ndebele an advantage).
- Proven experience in customer service, preferably in a social media or remote environment.
- Strong understanding and proficiency in using various social media platforms for professional engagement.
- Exceptional problem-solving abilities and a proactive approach to issue resolution.
- Ability to work independently, manage time effectively, and meet deadlines in a remote setting.
- High level of empathy, patience, and a genuine desire to help customers.
- Familiarity with telecommunications products and services.
- Tech-savvy with the ability to quickly learn new tools and systems.
Preferred Qualifications
- A diploma or degree in Communications, Marketing, Business Administration, or a related field.
- Previous experience working remotely.
- Familiarity with CRM software and social media management tools (e.g., Hootsuite, Sprout Social).
- Experience in the telecommunications or technology industry.
- Ability to analyze customer feedback and contribute to service improvement initiatives.
Perks & Benefits
- Competitive salary package.
- Opportunity to work from home, offering flexibility and work-life balance.
- Access to ongoing professional development and training programs.
- Health and wellness benefits (subject to company policy).
- Supportive and collaborative team environment.
- Contribution to a leading national telecommunications company.
- Performance-based incentives.
How to Apply
If you are ready to embark on a rewarding career with Econet Wireless Zimbabwe and meet the qualifications listed, we invite you to apply. Please ensure your application highlights your relevant experience in social media customer support and your ability to thrive in a remote work environment. Encourage applicants to click on the link below to apply for the job.