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Social Media Executive
2 weeks ago
**Responsibilities**:
- Addresses all customer query, request, feedback, and complaints posted by
a customer through any of social media platforms.
- Responds to and resolves escalated customer issues using sound judgment
with emphasis on customer satisfaction.
- Follow-up with member/prospects / internal teams within agreed SLA/TAT
about the customer issues raised.
- Identifies the root cause for customer complaints and works with the
management to provide appropriate solution and avoid repeat complaints.
- Ensures close looping of 100% Q/R/C/F on social media within stipulated
TAT.
- Maintain daily productivity trackers which would show the quantum and TAT
of interactions addressed.
- Identifying, analysing, and initiating the escalation process in an
organization based on the escalation criteria specified by the organization.
- Facilitating data collection for process improvements and knowledge base
improvements.
- Influence customers to avoid usage of social media platform for complaint
redressal and on resolution influence the customer to post positive
feedbacks on social media.
**Skills and Competencies**:
- Multilingual fluency (minimum 1 regional languages and English)
- Exceptional Communication skills - active listening skills, verbal and
relationship management
- Interpersonal Skills - Ability to patiently handle diverse customers &
easily connect with them
- A passion for customer engagement and a desire to delight customers by
taking ownership to resolve the customer's issues.
- Passion to learn - Ability to acquire in depth Process/product knowledge
- Problem solving ability
- Influencing skills - demonstrated experience in influencing
internal/external customers towards a win-win situation.
- Ability to manage conflicts while remaining assertive.
- Excellent customer sensitivity and customer ownership mindset.
- Willing to go the extra mile in ensuring customer issues are resolved and
to prevent recurrence for other customers.
**Education and Experience**:
- Graduation and above
- Minimum 3 years of experience in a customer service role with minimum of
6 months experience in social media management/SME role.
- Proficiency in MS-office and google sheets.
**Job Location**
** Chennai**
**Salary**: ₹200,000.00 - ₹500,000.00 per year
**Benefits**:
- Health insurance
- Leave encashment
- Life insurance
- Provident Fund
Schedule:
- Day shift
Ability to commute/relocate:
- Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Bachelor's (preferred)
**Experience**:
- 3 year experience customer support (preferred)
**Speak with the employer**
+91 9025310767
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