A minimum of a diploma/degree in Marketing, Communications, Digital Media, Journalism or a related field.
At least 6 months' experience working in a call center or customer-facing customer service role.
At least 6 months' experience managing social media pages and/or a WhatsApp Business line (internship, freelance or personal brand experience considered).
Must be friendly, digitally savvy and comfortable engaging with customers in writing and by phone.
Strong written communication skills, with attention to tone, grammar and brand voice.
Familiarity with social media management/scheduling tools and CRM systems.
Ability to multi-task across channels, set priorities and manage time effectively.

Responsibilities

Social Media Management

Assist in scheduling and publishing engaging content across HAL's social media channels (Facebook, Instagram, X/Twitter, TikTok) in line with the marketing calendar.
Monitor and respond promptly and professionally to comments, messages and reviews across all HAL social media channels, ensuring every customer query is acknowledged and resolved or escalated.
Track mentions, comments, sentiment and engagement metrics; compile weekly social media and WhatsApp performance reports highlighting trends, common queries and areas for improvement.
Support execution of social media contests, promotions and campaign activations, including tracking entries and responding to participant queries.

WhatsApp and Customer Support

Manage HAL's WhatsApp Business line, responding to product inquiries, order status, promotions and general customer questions in a timely, friendly and accurate manner.
Flag unresolved or sensitive complaints from social media and WhatsApp to the Call Centre Supervisor / Marketing team for prompt resolution, ensuring no query goes unanswered.
Assist the warehouse team by managing online customer queries after work hours to ensure continuous service.

Call Centre Duties

Answer calls regarding sales inquiries, product purchases, current promotions, and queries about showrooms or the service center.
Manage and transfer internal calls to ensure inter-departmental queries reach the correct personnel.
Handle dissatisfied customers with empathy and patience, utilizing professional conflict-resolution techniques to improve customer experience.
Execute outbound follow-up calls and messages to ensure customer issues raised via phone, social media or WhatsApp are resolved to the customer's satisfaction.

General

Stay up-to-date on company offerings to provide accurate information regarding sales and the service center.
Any other duties assigned by the supervisor.

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