Social Media Intern

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Job Purpose

The main goal of the Social Media Intern position is to help increase Hotpoint's visibility on social media and WhatsApp.
This involves interacting with customers in a friendly, accurate and timely way, and also helping the Call Centre with incoming and outgoing calls to make sure every customer gets a good experience across all communication channels.

Job Responsibility and Accountability

Help plan and share interesting content on HAL's social media platforms like Facebook, Instagram, X/Twitter and TikTok, following the marketing schedule.
Keep an eye on and reply quickly and politely to comments, messages and reviews on all of HAL's social media accounts, making sure every customer's question is acknowledged, solved or passed on.Take care of HAL's WhatsApp Business account by answering questions about products, order status, promotions and other general customer concerns in a fast, friendly and correct manner.Keep track of mentions, comments, customer feelings and how much people are engaging with the content.Make weekly reports on the performance of social media and WhatsApp, showing trends, common questions and areas that need improving.Point out any unresolved or serious complaints from social media or WhatsApp to the Call Centre Supervisor or Marketing team so they can deal with them quickly, making sure no customer inquiry is left unanswered.Help with running social media contests, promotions and campaigns, including keeping track of entries and answering questions from participants.

Qualifications

Have at least a diploma or degree in Marketing, Communications, Digital Media, Journalism or a similar field.
Have at least 6 months of experience working in a call centre or customer service role.Also have 6 months experience in managing social media pages and/or a WhatsApp Business account, whether through an internship, freelance work or personal brand.Be friendly, tech-savvy and comfortable communicating with customers both in writing and on the phone.Have good writing skills with focus on tone, grammar and brand voice.Be familiar with social media scheduling tools and CRM systems.Be able to handle multiple tasks at once, set priorities and manage time effectively.

Method of Application

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