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Hotpoint AppliancesProfession (Retail, wholesale, FMCG)
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Seniority (Media, communications, languages, Retail, wholesale, FMCG)
© Fuzu Ltd
Hotpoint Appliances
Retail + 2 more
Description
Qualifications and Experience
- 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.
- 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.
- 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.
- 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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