About Company
TelOne is Zimbabwe’s leading fixed telecommunications provider, committed to connecting communities and businesses across the nation. With a rich history of innovation and a forward-thinking approach, we are at the forefront of digital transformation, offering a comprehensive suite of communication solutions including broadband, voice, and data services. Our mission is to empower Zimbabwe with reliable and affordable connectivity, fostering economic growth and social development. At TelOne, we believe in nurturing talent, fostering a collaborative work environment, and investing in our people to deliver exceptional service. We are an equal opportunity employer dedicated to diversity and inclusion, striving to create a workplace where every individual feels valued and can thrive. Join us in shaping the future of telecommunications in Zimbabwe, making a tangible impact on the lives of millions by ensuring seamless communication experiences.
Job Description
Are you a digital native with an empathetic heart, a knack for problem-solving, and a passion for connecting with people online? TelOne Zimbabwe is seeking a dedicated and proactive Remote Social Support Advocate to join our dynamic team. This is an exceptional work-from-home opportunity for individuals based in Hwange, Matabeleland North Province, allowing you to contribute to a leading national telecommunications company from the comfort of your home office.
In this pivotal role, you will be the voice of TelOne across various social media platforms, providing timely, accurate, and compassionate support to our valued customers. You will monitor social channels for mentions, inquiries, and feedback, engaging with users to resolve issues, provide information, and build positive brand sentiment. Your ability to translate complex technical information into easily understandable language, coupled with your excellent written communication skills, will be critical to your success. We are looking for someone who can proactively identify customer needs, anticipate potential challenges, and turn negative experiences into opportunities for enhanced satisfaction. This role requires a high degree of autonomy, a keen eye for detail, and the ability to thrive in a fast-paced, remote environment. If you are passionate about customer advocacy, skilled in digital communication, and eager to make a difference in how people connect, we encourage you to apply. This position offers not just a job, but a chance to be an integral part of our commitment to service excellence and community engagement.
Key Responsibilities
- Monitor TelOne's social media channels (e.g., Facebook, Twitter, Instagram, LinkedIn) for customer inquiries, comments, and mentions.
- Respond to customer queries, complaints, and feedback promptly and professionally, maintaining a positive and helpful tone.
- Provide accurate information regarding TelOne products, services, promotions, and technical support procedures.
- Escalate complex issues to appropriate internal departments (e.g., technical support, sales, billing) and follow up to ensure timely resolution.
- Identify and report social media trends, common customer issues, and potential service improvements to management.
- Develop and maintain a deep understanding of TelOne's offerings and brand guidelines to ensure consistent messaging.
- Collaborate with marketing and communications teams to create engaging content and campaigns based on social media insights.
- Document all customer interactions and resolutions accurately within our CRM system.
- Act as a brand ambassador, fostering a positive online community and enhancing customer loyalty.
- Participate in ongoing training and development to stay updated on product knowledge and social media best practices.
Required Skills
- Exceptional written and verbal communication skills in English (and local languages preferred).
- Proven experience in social media management or customer service, ideally in a remote setting.
- Strong empathy and active listening skills with the ability to defuse tense situations.
- Excellent problem-solving abilities and a proactive approach to issue resolution.
- Proficiency in using various social media platforms and social listening tools.
- Ability to work independently and manage time effectively in a work-from-home environment.
- High level of integrity and professionalism.
- Reliable internet connection and a dedicated workspace.
Preferred Qualifications
- A Bachelor’s degree or Diploma in Communications, Marketing, Public Relations, or a related field.
- Experience with CRM software (e.g., Salesforce, Zendesk) and social media management platforms.
- Familiarity with the telecommunications industry and common technical terminology.
- Proficiency in Ndebele, Shona, or other local languages spoken in Matabeleland North Province.
Perks & Benefits
- Competitive salary package and performance incentives.
- Opportunity to work remotely from your home in Hwange.
- Flexible working hours to promote work-life balance.
- Internet stipend to support home office setup.
- Comprehensive health and wellness benefits.
- Professional development and training opportunities.
- Access to a supportive and collaborative remote team.
- Employee discounts on TelOne services.
How to Apply
If you are ready to embark on this exciting remote journey with TelOne Zimbabwe, we invite you to apply by clicking on the application link below. Please ensure your CV and cover letter highlight your relevant experience in social media support, remote work capabilities, and your passion for customer advocacy. We encourage early applications as we review submissions on a rolling basis.