Social Media Liaison

Are you customer-focused, calm under pressure, and confident communicating online? Join our Commercial team as a Social Media Liaison in Stellenbosch or Worcester, where you’ll be the voice of Herotel across social platforms, ensuring customers feel heard, supported, and informed through timely and professional engagement.

The key purpose of this role is to manage customer interactions across social media and messaging platforms, escalate and track issues through to resolution, and support a positive online customer experience aligned with brand standards.

What you’ll do:

• Monitor and respond to customer queries, comments, and complaints across social media platforms including Facebook, X (Twitter), Instagram, Google, and local WhatsApp groups
• Acknowledge and respond to customer interactions within agreed service levels in a professional and empathetic manner
• Escalate technical issues, service disruptions, and complaints to relevant internal teams and follow through until resolution
• Provide clear follow-up communication to customers once issues are resolved
• Support the scheduling of social media content aligned to campaigns, product launches, and service updates
• Maintain a consistent brand voice and tone across all platforms
• Track and report on social media engagement, response times, and customer sentiment
• Prepare weekly and monthly performance reports within agreed timelines
• Support broader marketing and communication initiatives when required
• Stay up to date with platform updates, social media trends, and best practices

What you’ll need:

• Grade 12 (Matric) or equivalent qualification
• Excellent written and verbal communication skills, with fluency in English and applicable local languages
• Strong customer-centric mindset with the ability to remain calm and professional under pressure
• Keen interest in social media and understanding of how platforms are used for customer engagement
• Ability to manage multiple conversations simultaneously with strong attention to detail
• Basic understanding of major social media platforms and engagement tools
• Proficiency in basic computer skills and social media management platforms such as Meta Business Suite
• Previous experience in customer service, community management, or online engagement will be advantageous
• Friendly, approachable, and empathetic communication style
• Responsible, reliable, and well organised with good time management skills
• Team player who takes initiative and is eager to learn from feedback
• Willingness to work shifts, including evenings and weekends
• Short courses or certifications in social media, communications, digital marketing, or customer service will be advantageous

What we offer:

• Exposure to a dynamic workplace
• A chance to grow your skills through our internal academy
• A friendly, team-driven environment
• Group Risk Benefits
• Medical Benefits
• Health and Lifestyle Programmes

Important Disclaimer:

• Please ensure that the information you provide in your application is true, accurate, and correct.
• Preference will be given to candidates from Designated Groups, as defined by the Employment Equity Act and in line with Herotel’s Employment Equity Plan.
• By submitting an application, you consent to the processing of your personal information in accordance with POPIA for recruitment purposes. For more details on how we handle personal information, please refer to our Privacy Policy on our website.
• If you do not hear from us within 14 days, please consider your application unsuccessful.