Social Media Intern At HotPoint - Jobs In Kenya Today

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Role Purpose

The Social Media Intern will support Hotpoint Appliances Ltd’s digital customer engagement activities across WhatsApp and social media platforms. The role will focus on responding to customer inquiries, managing online interactions and assisting the Call Centre team with inbound and outbound customer communication to deliver a consistent and positive customer experience.

Key Responsibilities

• Manage the company’s WhatsApp Business account by responding promptly and accurately to product inquiries, order updates, promotions and general customer questions.

• Monitor comments, messages, reviews and other customer interactions across the company’s social media platforms.

• Ensure customer queries are handled professionally, resolved where possible or escalated to the appropriate team.

• Track social media and WhatsApp activity, including mentions, engagement levels, customer sentiment and recurring concerns.

• Prepare weekly reports highlighting performance, common customer questions, emerging trends and possible areas for improvement.

• Escalate sensitive, unresolved or complex complaints to the Call Centre Supervisor or Marketing team for appropriate action.

• Support social media contests, promotions and campaign activities, including monitoring entries and responding to participant inquiries.

• Assist with scheduling and publishing content on Facebook, Instagram, X/Twitter and TikTok according to the approved marketing calendar.

• Handle inbound customer calls relating to product purchases, sales inquiries, promotions, showrooms and service centre information.

• Receive and transfer internal calls to the relevant departments or personnel.

• Provide after-hours online customer support in coordination with the warehouse team to help maintain continuous customer service.

• Respond to dissatisfied customers calmly and empathetically while applying appropriate conflict-resolution techniques.

• Conduct follow-up calls and messages to confirm that customer concerns raised through phone, WhatsApp or social media have been addressed satisfactorily.

• Keep up to date with the company’s products, promotions, services and showroom or service centre information to ensure customers receive accurate assistance.

Qualifications and Requirements

• Diploma or degree in Marketing, Communications, Digital Media, Journalism or a related discipline.

• Candidates currently pursuing or who have recently completed their studies may be considered.

• Customer service or call centre training will be an added advantage.

• At least 6 months of experience in a call centre or customer-facing service role.

• Minimum of 6 months of experience managing social media pages or a WhatsApp Business account. Internship, freelance or personal brand experience may be considered.

• Friendly, digitally proficient and comfortable communicating with customers through written and telephone channels.

• Strong written communication skills with good grammar and an ability to maintain an appropriate brand tone.

• Familiarity with social media scheduling and management platforms and CRM systems.

• Strong multitasking and time-management skills, with the ability to prioritise customer needs across multiple communication channels.

Application

Interested and qualified candidates should forward their CV to: Interested and qualified candidates should forward their CV to: careers@hotpoint.co.ke using the position as subject of email. using the position as subject of email.