Website and Social Media Support Executive
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New
Job summary
<p>We are seeking a proactive and customer-focused Website and Social Media Support Executive to manage online customer interactions, drive engagement, and support sales growth through digital channels. The role combines customer service, WhatsApp/email marketing, social media management.</p>
Min Qualification:
Degree
Experience Level:
Entry level
Experience Length:
2 years
Working Hours:
Full Time
Job descriptions & requirements
Responsibilities
- Provide prompt and professional responses to all customer inquiries via website forms, email, and WhatsApp.
- Deliver expert information on product lines (e.g., Pregnacare and Osteocare), covering pricing, availability, promotions, and correct usage.
- Manage the full order lifecycle—from tracking and delivery follow-ups to handling complaints and returns.
- Review daily orders and liaise with the Key Stock Team (KST) to monitor stock levels and ensure timely restocking.
- Maintain a consistently professional, empathetic, and brand-aligned tone, escalating complex technical or medical queries to the appropriate departments.
- Deploy monthly WhatsApp marketing campaigns to the existing customer database to drive retention.
- Conduct weekly lead generation (minimum 4 contacts) targeting hotels, banks, and corporate organizations to drive website sign-ups and first-order conversions.
- Collaborate with field teams (gyms, churches, and corporate wellness programs) to gather insights that improve campaign targeting and effectiveness.
- Manage and respond to all comments and direct messages on brand Facebook pages (Pregnacare Nigeria, Osteocare Joint Nigeria).
- Participate in relevant Facebook and WhatsApp groups by sharing approved educational content and responding to product-related inquiries.
- Build rapport with group admins and identify new opportunities to increase brand engagement.
- Monitor competitor activities, online retail trends, and social media shifts to keep the brand competitive.
- Research and suggest localized campaign taglines, including translations in Hausa and Pidgin English to ensure wider market resonance.
- Prepare comprehensive weekly reports covering website inquiries, stock updates, processed orders, and sales summaries.
- Track social media activity, group engagement, competitor moves, and WhatsApp marketing performance to update the database.
Requirements:
- A degree in Marketing, Business Administration, Mass Communication, Biological Sciences, or a related field.
- 1–3 years’ experience in customer service, e-commerce operations, social media management, digital marketing, or WhatsApp/email outreach.
- Familiarity with e-commerce platforms such as Shopify, Magento, or Woo-Commerce is an advantage.
- Proficiency in Microsoft Office, WhatsApp Business, Facebook Pages/Groups, and email tools.
- Basic knowledge of SEO, digital marketing, and CRM/customer service tools.
- Strong written and verbal communication skills with a professional, customer-focused tone.
- Excellent organization, multitasking, problem-solving, and research skills.
- Interest in health, wellness, and nutrition (knowledge of pregnancy, joint health, or vitamins is an advantage).
- Must be able to work on-site in Lagos Mainland.
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