About this role
Job location: Lilongwe About the role: The Contact Centre Social Media Executive at Sun King will play an essential role in shaping customer experiences and building strong, lasting relationships with our online community. This position is pivotal for Sun King’s mission to empower underserved communities through solar energy with our customers' needs and expectations. By offering willing help across digital platforms, you will help ensure that customers be valued, heard, and helped, whether they're seeking assistance, exploring Sun King products, or giving feedback. Your work will enhance brand reputation, build repo, and drive sales conversions while upholding Sun King's values to exceptional customer care. 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.