Job Location: Kampala, UgandaAbout the role:
The Contact Centre Social Media Executive at Sun King, you’ll play an essential role in shaping customer experiences and building strong, lasting relationships with our online community. Your work will enhance brand reputation, foster confidence, and drive sales conversions while upholding Sun King’s dedication to exceptional customer service.
What you would be expected to do:
- Customer Engagement & Assistance: Monitor and promptly address customer inquiries, comments, and messages across platforms like Facebook, Twitter, Instagram, TikTok, LinkedIn, and emerging social media channels. Provide genuine, solutions-oriented assistance that addresses customer needs while maintaining Sun King’s voice and tone.
- Customer-Centric Prospect Management: Identify, qualify, and engage potential customers through social media interactions. Monitor prospects by providing clear information, guidance, and encouragement to advance them through the sales journey.
- Cross-Functional Partnership: Partner closely with the sales and customer experience teams to ensure the smooth handover of qualified prospects 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 dedication to access, sustainability, and empowerment by fostering positive digital engagements that reinforce confidence and devotion within the Sun King community.
- Efficiency & Reporting: Provide timely, consistent assistance and document interactions through detailed call notes, reports, and data logs. Escalate complex issues to relevant teams for expert resolution while keeping track of ongoing trends in customer feedback and recurring concerns.
You might be a strong candidate if you
- Have a Bachelors Degree or a Higher National Diploma in marketing, or a related field.
- Have a minimum of 1 year experience as a customer service executive with social media experience, or a similar role.
- A Customer-Centric Mindset: A deep dedication to putting customers first and the ability to demonstrate great patience, and listening skill in all interactions.
- Proficiency in Digital Tools: Experience with customer service and social media engagement platforms like Zendesk, Ameyo or other CRM tools.
- Excellent Communication Skills: Good verbal and written communication skills with the ability to clearly, professionally, and effectively convey information across digital platforms.
- Adaptability and Resilience: Ability to multitask, prioritize effectively, and work well under pressure while maintaining Sun King’s high standard for customer service.
- Partnership Spirit: Good people skills with a partnership mindset, able to work well within cross-functional teams to ensure a cohesive, high-quality experience for every customer.
