Sun King

Contact Center Social Media Executive

Sun King

full-time

Posted on:

Origin:  • 🇲🇼 Malawi

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Job Level

Junior

About the role

  • Monitor and promptly help customer inquiries, comments, and messages across platforms like Facebook, Twitter, Instagram, TikTok, LinkedIn, and emerging social media channels; provide genuine, solutions-oriented guidance while maintaining Sun King’s voice and tone.
  • Identify, qualify, and engage potential customers through social media interactions; provide information, guidance, and encouragement to progress them through the sales journey.
  • Partner closely with the sales and customer experience teams to ensure smooth handover of qualified traces and address escalated customer concerns.
  • Represent Sun King’s mission and values in all online interactions, fostering positive digital engagements and brand advocacy.
  • Provide timely, consistent help and document interactions through detailed notes, reports, and data logs; escalate complex issues to relevant teams 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 team work mindset, able to work well within cross-functional teams to ensure a cohesive, high-quality experience for every custome