Customer Experience Operations Manager
Aptem
Social Media Executive, Contact Center
Sun King
full-time
Posted on:
Origin: • 🇲🇼 Malawi
Visit company websiteJob Level
Junior
About the role
- Job location: Lilongwe
- The Contact Centre Social Media Executive will shape customer experiences and build lasting relationships with Sun King’s online community, supporting Sun King's mission to empower underserved communities through solar energy.
- Monitor and promptly help customer inquiries, comments, and messages across platforms like Facebook, Twitter, Instagram, TikTok, LinkedIn, and emerging social media channels.
- Identify, qualify, and engage potential customers through social media interactions to progress them through the sales journey.
- Partner closely with sales and customer experience teams to ensure smooth handover of qualified leads and address escalated customer concerns.
- Represent Sun King’s mission and values in all online interactions and foster positive digital engagements.
- Provide timely, consistent support and document interactions through detailed notes, reports, and data logs; escalate complex issues and track customer feedback trends.
Requirements
- A Customer-Centric Mindset: Putting customers first and the ability to demonstrate patience, and listening in all interactions.
- Proficiency in Digital Tools: Experience with customer service and social media engagement platforms, especially tools like Zendesk and Ameyo.
- Excellent Communication Skills: Strong verbal and written communication skills with the ability to clearly, professionally, and effectively convey information across digital platforms.
- Sun King Experience: At least one year in the Sun King Contact Centre, with a solid knowledge of Sun King's products, services, and customer journey.
- Adaptability and Resilience: Ability to multitask, prioritize effectively, and work well under pressure while maintaining Sun King’s high standard for customer service.
- Team working Spirit: Strong people skills with a teamwork mindset, able to work well within cross-functional teams to ensure a cohesive, high-quality experience for every customer.
