Contact Center Social Media Executive
Sun King
Marketing & Communications
Kenya
Posted on Oct 7, 2025
Job Location: Nairobi, Kenya
About Role:
As a Contact Centre Social Media Executive at Sun King, you’ll play an essential role in shaping customer experiences and building strong, lasting relationships with our online community. This position is pivotal for connecting Sun King’s mission to empower underserved communities through solar energy with our customers' needs and expectations. By offering responsive, empathetic support across digital platforms, you will help ensure that customers feel valued, heard, and supported, whether they're seeking assistance, exploring Sun King products, or sharing feedback. Your work will enhance brand reputation, build trust, and drive sales conversions while upholding Sun King's commitment to exceptional customer care.
About Role:
As a Contact Centre Social Media Executive at Sun King, you’ll play an essential role in shaping customer experiences and building strong, lasting relationships with our online community. This position is pivotal for connecting Sun King’s mission to empower underserved communities through solar energy with our customers' needs and expectations. By offering responsive, empathetic support across digital platforms, you will help ensure that customers feel valued, heard, and supported, whether they're seeking assistance, exploring Sun King products, or sharing feedback. Your work will enhance brand reputation, build trust, and drive sales conversions while upholding Sun King's commitment to exceptional customer care.
- Department
- EasyBuy Program Management
- Employment Type
- Permanent - Full Time
- Location
- Kenya
- Workplace type
- Hybrid
- Reporting To
- Contact Center Team Manager - Social Media
What you will be expected to do
Customer Engagement & Support: Monitor and actively respond to customer inquiries, comments, and messages across platforms like Facebook, Twitter, Instagram, TikTok, LinkedIn, and emerging social media channels. Provide genuine, solutions-oriented support that addresses customer needs while maintaining Sun King’s voice and tone.
Customer-Centric Lead Management: Identify, qualify, and engage potential customers through social media interactions. Nurture leads by providing clear information, empathetic guidance, and encouragement to progress them through the sales journey.
Cross-Functional Collaboration: Partner closely with the sales and customer experience teams to ensure the smooth handover of qualified leads and to address any escalated customer concerns, creating a seamless experience from initial contact to conversion and beyond.
Brand Advocacy: Represent Sun King’s mission and values in all online interactions. Uphold our commitment to access, sustainability, and empowerment by fostering positive digital engagements that reinforce trust and loyalty within the Sun King community.
Efficiency & Reporting: Provide timely, consistent support and document interactions through detailed call notes, reports, and data logs. Escalate complex or sensitive issues to relevant teams for expert resolution while keeping track of ongoing trends in customer feedback and recurring concerns
You might be a strong candidate if you are/have
Customer-Centric Mindset: A deep commitment to putting customers first and the ability to demonstrate empathy, patience, and active listening in all interactions.
Proficiency in Digital Tools: Experience with customer service and social media engagement platforms, especially tools like Zendesk and Ameyo.
Excellent Communication Skills: Strong verbal and written communication skills with the ability to clearly, professionally, and effectively convey information across digital platforms.
Sun King Experience: At least one year in the Sun King Contact Centre, with a solid understanding of Sun King's products, services, and customer journey.
Adaptability and Resilience: Ability to multitask, prioritize effectively, and work well under pressure while maintaining Sun King’s high standard for customer service.
Collaborative Spirit: Strong people skills with a collaborative mindset, able to work well within cross-functional teams to ensure a cohesive, high-quality experience for every customer.
What Sun King offers
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.
We place great importance on sustaining a diverse, inclusive work environment.
We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.
Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability
About Sun King
Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection. Sun King has connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 a day via mobile money or cash.
Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright. To date, our Sun King solar products have saved customers more than $4 billion cumulatively.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King’s products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers.
Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families.
Sun King is committed to gender diversity in the workplace. Women represent 44% of Sun King’s workforce.
