Contact Center Social Media Executive
Sun King
full-time
Posted on:
Location: 🇲🇼 Malawi
Visit company websiteJob 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