Social Media Intern at Hotpoint Appliances

Hotpoint Appliances Limited, one of East Africa's largest retailers and wholesalers of consumer electronics and home appliances in hiring a Social Media Intern in Nairobi.

Responsibilities and Accountabilities

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.

WhatsApp and Customer 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.
• 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.

Call Centre Duties

• 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.

General

• Stay up-to-date on company offerings to provide accurate information regarding sales and the service center.
• Any other duties assigned by the supervisor.

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.

Apply for this vacancy

Deadline: Sunday, July 19, 2026

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