HAL
Hotpoint Appliances Ltd
Social Media Intern at Hotpoint Appliances Ltd
Nairobi, NairobiKenyaFull TimeMid-Senior Level
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Hotpoint Appliances Ltd
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Role Purpose:
Key responsibilities
WhatsApp Business Management: Manage HAL's WhatsApp Business line, responding to product inquiries, order status, promotions and general customer questions in a timely, friendly and accurate manner.
Community Management: Monitor and respond promptly and professionally to comments, messages and reviews across all HAL social media channels, ensuring every customer query is acknowledged and resolved or escalated.
Social Listening & Reporting: Track mentions, comments, sentiment and engagement metrics; compile weekly social media and WhatsApp performance reports highlighting trends, common queries and areas for improvement.
Escalation Management: Flag unresolved or sensitive complaints from WhatsApp and social media to the Call Centre Supervisor / Marketing team for prompt resolution, ensuring no query goes unanswered.
Campaign Support: Support execution of social media contests, promotions and campaign activations, including tracking entries and responding to participant queries.
Content Support: Assist in scheduling and publishing engaging content across HAL's social media channels (Facebook, Instagram, X/Twitter, TikTok) in line with the marketing calendar.
Inbound Support: Answer calls regarding sales inquiries, product purchases, current promotions, and queries about showrooms or the service centre.
Internal Liaison: Manage and transfer internal calls to ensure inter-departmental queries reach the correct personnel.
After-Hours Support: Assist the warehouse team by managing online customer queries after work hours to ensure continuous service.
De-escalation: Handle dissatisfied customers with empathy and patience, utilizing professional conflict-resolution techniques to improve customer experience.
Follow-ups: Execute outbound follow-up calls and messages to ensure customer issues raised via phone, social media or WhatsApp are resolved to the customer's satisfaction.
Promotion Awareness: Stay up-to-date on company offerings to provide accurate information regarding sales and the service centre.
Qualifications and Experience
A minimum of a diploma/degree in Marketing, Communications, Digital Media, Journalism or a related field. Currently pursuing or recently completed studies is acceptable.
Customer service or call centre training will be an added advantage.
At least 6 months experience working in a call centre or customer-facing customer service role.
At least 6 months experience managing social media pages and/or a WhatsApp Business line (internship, freelance or personal brand experience considered).
Must be friendly, digitally savvy and comfortable engaging with customers in writing and by phone.
Strong written communication skills, with attention to tone, grammar and brand voice.
Familiarity with social media management/scheduling tools and CRM systems.
Ability to multi-task across channels, set priorities and manage time effectively.