Social Media Intern

Job Purpose

The overall purpose of the Social Media Intern role is to manage and grow Hotpoint’s presence across social media and WhatsApp, engaging customers with timely, friendly and accurate responses, while also supporting the Call Centre with inbound and outbound calls to ensure a consistent, high-quality customer experience across all channels.

Job Responsibility and Accountability

• Content & Platform 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.
• Customer Engagement: 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.
• WhatsApp Business 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.
• Reporting & Feedback: Track mentions, comments, sentiment and engagement metrics; compile weekly social media and WhatsApp performance reports highlighting trends, common queries and areas for improvement.
• Issue Escalation: 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.
• Campaign Execution: Support execution of social media contests, promotions and campaign activations, including tracking entries and responding to participant queries.
• Inbound Call Support: Answer calls regarding sales inquiries, product purchases, current promotions, and queries about showrooms or the service center.
• Internal Routing: Manage and transfer internal calls to ensure inter-departmental queries reach the correct personnel.
• After-hours Coordination: Assist the warehouse team by managing online customer queries after work hours to ensure continuous service.
• Conflict Resolution: Handle dissatisfied customers with empathy and patience, utilizing professional conflict-resolution techniques to improve customer experience.
• Outbound Follow-up: 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.
• Knowledge Retention: Stay up to date on company offerings to provide accurate information regarding sales and the service center.
• Ad hoc Tasks: Any other duties assigned by the supervisor.

Qualification 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.