Social Media Executive – Contact Center
Greenlight Planet
Social Media Executive – Contact Center
Sun King
full-time
Posted on:
Origin: • 🇲🇼 Malawi
Visit company websiteJob Level
Junior
About the role
- Customer Engagement: 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 that addresses customer needs while maintaining Sun King’s voice and tone.
- Customer-Centric and Management: Identify, qualify, and engage potential customers through social media interactions. provide clear information, guidance, and encouragement to progress them through the sales journey.
- Cross-Functional Teamwork: Partner closely with the sales and customer experience teams to ensure the smooth handover of qualified traces and to address any escalated customer concerns, creating a seamless experience from initial contact to conversion and beyond.
- Brand Advocacy: Represent Sun King’s mission and values in all online interactions. Uphold our values to access, sustainability, and empowerment by fostering positive digital engagements within the Sun King community.
- Efficiency & Reporting: Provide timely, consistent help and document interactions through detailed call notes, reports, and data logs. Escalate complex or pressing issues to relevant teams for expert resolution while keeping track of ongoing trends in customer feedback and recurring concerns.
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
