Co Founder at Big Bang HR Advisors
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Executive - Social Media & Escalations (2-8 yrs)
Monday to Saturday working
- Handle all customer queries, mentions and complaints raised on the social platforms like Facebook, Instagram, Snapchat, Amazon and twitter etc.
- Connect with the customers through call/E-Mail/Social platforms to provide the best possible resolution.
- Understand the customer grievances and provide appropriate resolution.
- Strong follow-up required on all the assigned cases.
- Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams.
- Build credibility with customers by empathising with their problem in words, proactively understand their needs and respond promptly.
- Create and maintain incident management requests to product group/engineering group
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience.
- Take a customer-focused approach to handle complaints and escalations.
- Provide resolution within the framed timelines.
- Ensure that all written communication is carried out as per the customer care procedures.
- Maintaining & reporting of MIS & Key KPIs to management.
- Tracking Social Media Influencers & Keep Up to Date with any Social Media Trends
- Highlight the noise in the social space to the key stakeholders within the organisation and ensure speedy resolutions
Skillset required :
- Experience in Customer Centric approach
- Able to work under pressure
- Good command over English Language, ability to effectively communicate information in written format.
- Working knowledge of platforms like Facebook, Google Play Store and Twitter
- A problem- solving attitude
- Should be smart, witty and have a sense of humor
- Willingness to work in shifts (24/7 working environment)
- Possess good analytical skills - detail oriented
- Problem solving & decision making
- Basic data analytics and reporting.
- Presentation skills
- CAPA
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