Social Media Specialist:

The primary role of the Social Media Specialist is to deliver an awesome experience to our customers. A qualified Specialist thrives on going above and beyond on every interaction and will be the voice of PhonePe to our customers.

Key Responsibilities:

- Connect and Interact with customers on Social Platforms including but not limited to Facebook, Twitter, LinkedIn and Blogs

- Work alongside of dependant teams to complete unresolved issues by creating, developing, and implementing an action plan for resolution

- Provides an exceptional customer experience inclusive of excellent communications, responsive follow through, and advocacy for customer issues within the support team and other internal departments

- Follow up with customers to ensure provided solution meets their needs

- Build rapport and maintain solid customer relationships by handling questions and concerns with speed and professionalism. Is accessible and available to multiple customers

- Conducts situational analysis, gathers information

- Uses knowledge and skills to address customer's needs and resolve basic problems within existing - specifications and defined standards

- Establishes priorities and communicate rationale and time frame clearly to customers

- Overcomes constraints to meet established deadlines

- Actively uses and contributes to a growing knowledge base and improve the effectiveness of the - information available to the team as well as our customers

- Manages customer expectations through to successful completion of issues including timely and consistent updates

- Makes recommendations, as needed, to management on suggested internal process or procedure modifications to excel in providing an awesome customer experience

- Demonstrates empathy and understanding of the impact of any issues on the customers business and responsibilities

- Proactively follow up on escalations within the pipeline

Requirements :

- Ability to listen intently and understand underlying concerns

- Advanced organizational skills including the ability to plan work activities and stay on task

- Must be able to work in a team environment and demonstrate flexibility to adapt to quickly changing business.

- Strong problem-solving skills

- Excellent communication skills and fluency in English.

- Proven working experience in social media or related fields (added advantage)

- Positive attitude, detail and customer oriented with good multitasking and organisational ability

- We need you to listen in - monitor social media conversations and tell us what's going on

- Ability to work independently and make decisions with little or no guidance

- Minimum 1 of year experience handling customer escalations on social media platforms or candidates with email/chat process are also preferred

Qualification for both roles - Any Graduate or 15 years of education i.e. (10+2+3, +3 can be diploma but correspondence would not work)

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