Job Purpose

• The Customer Service & Digital Marketing Officer is responsible for providing excellent customer service, managing customer inquiries and complaints, promoting the company\’s products and services through digital platforms, generating leads, and supporting sales growth through effective online marketing initiatives.

Key Responsibilities

Customer Service Responsibilities

• Receive and respond to customer inquiries through phone calls, emails, social media platforms, WhatsApp, and walk-in visits.
• Provide accurate information regarding the company\’s products and services.
• Handle customer complaints professionally and ensure timely resolution.
• Follow up on customer requests and ensure customer satisfaction.
• Maintain customer records and update customer databases.
• Escalate complex customer issues to the relevant departments for resolution.
• Conduct customer satisfaction surveys and provide feedback to management.
• Ensure all customer interactions reflect the company\’s values and professionalism.

Digital Marketing Responsibilities

• Develop and implement digital marketing campaigns to promote company products and services.
• Manage the company\’s social media platforms, including Facebook, Instagram, TikTok, LinkedIn, X (Twitter), and WhatsApp Business.
• Create, schedule, and publish engaging content across digital channels.
• Monitor social media engagement and respond to comments, messages, and inquiries.
• Generate leads through online marketing campaigns and digital promotions.
• Assist in the design and execution of promotional materials and advertisements.
• Monitor website and social media performance and prepare monthly performance reports.
• Track digital marketing trends and recommend new marketing strategies.
• Support the sales team by generating and nurturing online leads.
• Maintain brand consistency across all digital platforms.

Sales Support Responsibilities

• Identify potential customers and generate leads through online and offline channels.
• Follow up on customer inquiries and convert leads into sales opportunities.
• Assist in organizing marketing events, exhibitions, activations, and promotional campaigns.
• Support customer retention initiatives through regular engagement and follow-up.

Key Performance Indicators (KPIs)

• Customer satisfaction levels.
• Response time to customer inquiries.
• Number of customer complaints resolved.
• Social media growth and engagement rates.
• Number of qualified leads generated.
• Conversion rate of online leads.
• Content publishing consistency.
• Achievement of assigned sales and marketing targets.

Qualifications and Experience

Academic Qualifications

• Diploma or Degree in Marketing, Business Administration, Public Relations, Communications, Sales and Marketing, or a related field.

Experience

• At least 2 years of experience in customer service, sales, digital marketing, or a related role.
• Experience managing social media platforms and digital marketing campaigns is an added advantage.

Skills and Competencies

• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Proficiency in social media management and digital marketing tools.
• Content creation and copywriting skills.
• Good organizational and time-management skills.
• Ability to multitask and work under pressure.
• Basic graphic design skills will be an added advantage.
• Strong problem-solving and analytical skills.
• Sales and negotiation skills.
• Proficiency in Microsoft Office applications.