Customer Service-Social Media Escalation

Position: Customer Service-Social Media Escalation Location: Baner PuneJob Summary:We are seeking an enthusiastic and customer-focused Social Media Customer SupportRepresentative to join our team. In this role, you will be responsible for engaging withcustomers across various social media platforms, addressing inquiries, resolving issues,and ensuring customer satisfaction. You will act as the voice of the brand, maintaining aprofessional and empathetic tone in all interactions while providing timely and accurateassistance.Key Responsibilities: 1. Customer Engagement: o Respond promptly to customer queries and comments on social mediaplatforms, including but not limited to Facebook, Twitter, Instagram,LinkedIn, and YouTube.o Engage in meaningful conversations with customers to build strong brandloyalty.2. Issue Resolution: o Address customer complaints, resolve issues, and escalate complex casesto the appropriate teams when necessary.o Follow up with customers to ensure their concerns are fully resolved.3. Monitoring: o Monitor social media channels for mentions of the brand, customerfeedback, and emerging issues.4. Content Collaboration: o Work closely with the marketing team to maintain a consistent tone andvoice across all communications.o Share insights on trending topics or recurring questions to inform contentstrategies.5. Knowledge Management: o Maintain up-to-date knowledge of company products, services, and policiesto provide accurate assistance.o Update FAQs and canned responses to reflect the latest information.6. Crisis Management: o Handle high-pressure situations involving negative feedback or brandreputation threats with professionalism and tact.o Collaborate with the PR and customer support teams to manage criseseffectively.Qualifications: • Education: o Degree in Marketing or any other field• Experience: o 3-4 years of experience in social media management – strictly customersupport, or a related role. Comfortable calling customers proactively.o Experience using social media management tools (e.g., Sprout Social,Hootsuite, Simplify 360, etc.).• Skills:o Exceptional written communication skills with a focus on grammar, tone, andclarity.o Strong problem-solving abilities and the capacity to think on your feet.o Familiarity with social media platforms and their best practices.o Empathy, patience, and a customer-first attitude.Preferred Skills: • Proficiency in analytics tools to measure customer sentiment and engagementmetrics.• Experience with CRM or helpdesk software (e.g., Salesforce, Simplify 360).• Knowledge of brand reputation management and crisis response strategies.Working Hours:• Flexible schedule, including weekends and holidays, as required by the businessand social media activity.Key Performance Indicators (KPIs): • Average response time.• Resolution rate and time.• Customer satisfaction (CSAT) scores.• Engagement rate on social media platforms.Nice to Have: • Exposure to hiring across business.• Experience coordinating with founders or senior leadershipInterested candidates can share their CV to

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