Job Location: Lagos, Nigeria
About the role:
As a Customer Service Executive Social Media at Sun King, you’ll play an essential role in shaping customer experiences and building strong, lasting relationships with our online community. By providing timely assistance across Sun King's digital platforms ranging from chat responses and calls. You will also help ensure that customers experience attentiveness and care, whether they're seeking guidance, exploring Sun King products, or offering feedback. Your work will enhance brand reputation, foster confidence, and drive sales conversions while upholding Sun King's dedication to exceptional customer service.
- Customer Engagement & Assistance: Monitor and promptly address customer inquiries, comments, and messages across platforms like Facebook, Twitter, Instagram, TikTok, LinkedIn, and emerging social media channels. Provide genuine, solutions-oriented assistance that addresses customer needs while maintaining Sun King’s voice and tone.
- Customer-Centric Prospect Management: Identify, qualify, and engage potential customers through social media interactions. Monitor prospects by providing clear information, guidance, and encouragement to advance them through the sales journey.
- Cross-Functional Partnership: Partner closely with the sales and customer experience teams to ensure the smooth handover of qualified prospects 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 dedication to access, sustainability, and empowerment by fostering positive digital engagements that reinforce confidence and devotion within the Sun King community.
- Efficiency & Reporting: Provide timely, consistent assistance and document interactions through detailed call notes, reports, and data logs. Escalate complex issues to relevant teams for expert resolution while keeping track of ongoing trends in customer feedback and recurring concerns.
- HND or Bachelor's degree from a reputable institution.
- Minimum 1 year experience in customer service specifically responding to social media enquiries, social media management, Telesales or similar experience is required.
- Good typing speed and accuracy and ability to speak local language is required
- Familiarity with social media platforms (Instagram, Facebook, X/Twitter, TikTok, email)
- Proficiency in Digital Tools: Experience with CRM tools, especially tools like Zendesk and Ameyo.
- Partnership Spirit: Good people skills with a partnership mindset, able to work well within cross-functional teams to ensure a cohesive, high-quality experience for every customer.
- 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.