MTN Social Media Agent - Contact Centre Job 2026

MTN South Africa is inviting applications for the (LDC) Social Media Agent – Contact Centre position in Roodepoort, Gauteng. This full-time opportunity is suited to candidates with experience in customer service, contact centre administration, social media management, or a similar environment.

The successful candidate will support customers through the company’s social media platforms while also assisting with ticket administration, reporting, records management and other Contact Centre activities.

Why Work at MTN?

Working at MTN provides an opportunity to develop experience within a major telecommunications environment while gaining exposure to customer service, digital communication and Contact Centre operations.

The Social Media Agent role offers practical experience in areas such as:

Customer engagement through digital platforms
Social media administration
Contact Centre operations
Ticket and CRM administration
Customer complaint resolution
Operational reporting
Cross-functional stakeholder collaboration

The Social Media Agent – Contact Centre will serve as an important link between customers and the company’s operational teams. The role combines social media customer support with administrative responsibilities within the Contact Centre.

The primary focus is to monitor customer enquiries, provide timely and accurate responses, escalate issues where necessary and help maintain a positive customer experience.

Job Title: (LDC) Social Media Agent – Contact Centre
Job Identification: 7797
Location: Roodepoort, Gauteng, South Africa
Job Category: MTN Level 1
Job Schedule: Full-time
Posting Date: 2 October 2026
Application Deadline: 8 October 2026 at 03:00 AM

Key Responsibilities

The successful candidate will be responsible for social media management, ticket administration, general administration and stakeholder collaboration.

The primary responsibilities include:

Monitoring company social media platforms, including Facebook, X, Instagram, LinkedIn and other digital channels.
Responding professionally and promptly to customer enquiries.
Identifying complaints that require escalation and ensuring they are correctly logged and assigned.
Maintaining agreed response-time Service Level Agreements (SLAs).
Escalating urgent customer issues to the appropriate operational teams.
Ensuring customer interactions reflect company brand values and customer service standards.
Identifying recurring customer issues and communicating trends to management.

Ticket Administration

The role also involves supporting the effective management of customer tickets by:

Routing customer tickets to the appropriate operational teams.
Checking that tickets contain accurate information before assignment.
Assisting with ticket clean-up, including updating statuses, removing duplicate tickets and correcting categorisation.
Monitoring ticket queues and supporting efficient workflows.
Assisting operational teams with ticket-related administrative tasks.

Administration

The Social Media Agent will also:

Perform general administrative duties within the Contact Centre.
Maintain accurate records and documentation.
Assist with operational trackers and reporting templates.
Support operational projects and initiatives when required.

Stakeholder Collaboration

The successful candidate will work with different teams to support effective customer service. This includes:

Working closely with Customer Service teams to support prompt resolution of enquiries.
Liaising with Team Leaders regarding escalated customer issues.
Collaborating with Operations to improve ticket routing and customer communication.
Building positive working relationships across departments.

Qualifications and Experience

Education

Applicants should have:

Matric.
A relevant certificate or diploma in Business Administration, Customer Service, Marketing or a related field will be advantageous.

Experience and Skills

Candidates should have:

1–2 years of experience in Customer Service, Contact Centre Administration, Social Media Administration or a similar environment.
ISP experience will be advantageous.
Experience responding to customers through social media platforms will be advantageous.
Experience using ticketing or CRM systems will be beneficial.
Good administrative experience.
Basic reporting and Microsoft Excel skills.
Strong written communication skills.
Ability to work effectively in a fast-paced environment.
Strong attention to detail.
Good organisational and time-management skills.

Interested and suitably qualified candidates should submit their applications through the MTN external careers platform.

Apply for the MTN Social Media Agent – Contact Centre position

Applicants should ensure that their application accurately reflects their customer service, social media, administrative and communication experience.

Tips to Boost Your Application

First, make your customer service and social media experience easy to identify on your CV. If you have handled customer enquiries through Facebook, X, Instagram or other digital channels, highlight this experience.

Moreover, demonstrate your ability to manage multiple customer requests while maintaining accuracy and professional communication.

Additionally, mention any experience with CRM or ticketing systems, Microsoft Excel, reporting and administrative record keeping.

Finally, review your application carefully before submission and ensure that your CV reflects the requirements of the position.

Final Thoughts

The MTN Social Media Agent – Contact Centre Job 2026 is an opportunity for candidates with customer service, social media administration or Contact Centre experience to join a fast-paced telecommunications environment in Gauteng.

Applicants who meet the Matric requirement and have relevant experience in customer support, digital communication, administration or ticket management should consider applying before the 8 October 2026 deadline.