Contact Center Social Media Executive

Contact Center Social Media Executive

Department: EasyBuy Program Management

Employment Type: Permanent - Full Time

Location: Kenya

Reporting To: Contact Center Team Manager - Social Media

Description
Job Location: Nairobi, Kenya

About Role:
As a 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. This position is pivotal for connecting Sun King's mission to empower underserved communities through solar energy with our customers' needs and expectations. By offering responsive, empathetic support across digital platforms, you will help ensure that customers feel valued, heard, and supported, whether they're seeking assistance, exploring Sun King products, or sharing feedback. Your work will enhance brand reputation, build trust, and drive sales conversions while upholding Sun King's commitment to exceptional customer care.

What you will be expected to do
Customer Engagement & Support: Monitor and actively respond to customer inquiries, comments, and messages across platforms like Facebook, Twitter, Instagram, TikTok, LinkedIn, and emerging social media channels. Provide genuine, solutions-oriented support that addresses customer needs while maintaining Sun King's voice and tone.
Customer-Centric Lead Management: Identify, qualify, and engage potential customers through social media interactions. Nurture leads by providing clear information, empathetic guidance, and encouragement to progress them through the sales journey.
Cross-Functional Collaboration: Partner closely with the sales and customer experience teams to ensure the smooth handover of qualified leads 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 commitment to access, sustainability, and empowerment by fostering positive digital engagements that reinforce trust and loyalty within the Sun King community.
Efficiency & Reporting: Provide timely, consistent support and document interactions through detailed call notes, reports, and data logs. Escalate complex or sensitive 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 are/have
Customer-Centric Mindset: A deep commitment to putting customers first and the ability to demonstrate empathy, patience, and active 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 understanding 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.
Collaborative Spirit: Strong people skills with a collaborative mindset, able to work well within cross-functional teams to ensure a cohesive, high-quality experience for every customer.

What Sun King offers

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
•  Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.

We place great importance on sustaining a diverse, inclusive work environment.    We believe that innovation and understanding comes from diversity on every spectrum.  We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.   Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results.  We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability

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