- 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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