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

• 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.
• Manage HAL\’s WhatsApp Business line, responding to product inquiries, order status, promotions and general customer questions in a timely, friendly and accurate manner.
• Track mentions, comments, sentiment and engagement metrics; compile weekly social media and WhatsApp performance reports highlighting trends, common queries and areas for improvement.
• 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.
• Support execution of social media contests, promotions and campaign activations, including tracking entries and responding to participant queries.
• 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.
• Assist the warehouse team by managing online customer queries after work hours to ensure continuous service.
• 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

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.