18 April


Rigney Dolphin - Dublin
€18.08 an hour - Part-time

Rigney Dolphin @ Vodafone are seeking to recruit a Social Media Executive on a part time basis to cover a maternity cover contract

Job Purpose : The main purpose of this role is to act as the Moderator for Vodafone’s official forums and community websites. The role will suit a creative and customer focused individual with a passion for customer engagement.

The successful candidate will be comfortable working remotely and be able to work on their own initiative with limited supervision.

The successful applicant with be highly disciplined problem solver who can resolve customer queries in a timely manner.

Ideally you will have a knowledge of Vodafone Care and will be able to deal with complaints which are sent via social media channels

You will be required to work evenings and one day per weekend however there will be a requirement for you to be flexible to ensure that there is cover in the event of peak workloads and holiday cover.

Typically you will provide cover from 5pm to 9pm on weekdays and from 10am to 6pm on weekends however these hours are subject to change to suit operational demands.

The successful candidate will be required to come into the office from time to time to meet with the team and to ensure that they are up to date on current issues affecting the business.

Location: Remote Home Worker

You will be required to work / attend meetings at Vodafone in Leopardstown from time to time e.g. for initial training and once every 4 weeks

Hours of work:

This is a Part -Time / Job share position so you will be required to work approx. 16 to 20 hours per week.

For Example :

5pm to 9pm 2 to 3 evenings per week

10am to 6pm Saturday or Sunday

Please note that some flexibility will be required to cover busy periods and holiday cover.

Main Duties:

  • Moderator for Vodafone’s official forums and community websites (Twitter, Facebook, Vodafone Community, LinkedIn & Boards.ie)
  • Manage online discussions about Vodafone and competitors – listening to what the users are saying, reading discussion forums, and responding in a timely manner to the customer’s needs.
  • Deal directly with customers online to resolve queries increasing first time resolution and decrease repeat calls to the desk
  • Own Customer Trouble Tickets that have been escalated and ensure regular visible contact with the customer until full problem resolution. Excellent follow through in all matters essential.
  • Interface with Customer operations, Network Management Centre, Billing Operations, Product owners and other areas within the business to resolve customer issues.
  • Support and protect Vodafone brand by making sure that positive messaging is maintained in community and establish consistency of messages.
  • Identify and feedback customer impacting issues and trends to the rest of the business.
  • Working collaboratively with the corporate affairs, customer care, Marco mms and online teams and third-party agencies to influence the development of Vodafone’s community sites and other social media initiatives.
  • Responsibility to report on competitors’ Social media activity and provide analysis on a monthly basis.

Rate of Pay: €18.08 per hour

Closing date for applications : COB 26th of April 2017

Please apply here.