Social Media

7 months ago

Gurugram Haryana, India Urban Company Full time

Job Description: Social Media Escalation Executive (CX Team) at UrbanCompany

UrbanCompany is seeking a highly motivated and customer-centric individual to join our CX (Customer Experience) team as a Social Media Escalations Associate. As a leading tech-enabled home services marketplace, UrbanCompany connects millions of customers with trusted professionals across various domains. We are committed to delivering exceptional customer experiences, and social media plays a crucial role in engaging with our customers and addressing their concerns effectively.

As a Social Media Escalation associate, you will be responsible for handling customer escalations and complaints on various social media platforms, ensuring timely and satisfactory resolutions. Your primary focus will be on maintaining UrbanCompany's reputation by providing personalized, empathetic, and efficient responses to customer issues. Your strong problem-solving abilities, ownership mindset, and exceptional communication skills will be critical to your success in this role.

**Responsibilities**:

- Monitor social media platforms (e.g., Twitter, Facebook, Instagram) for customer escalations, complaints, and feedback.
- Respond promptly and professionally to customer inquiries, striving for first-contact resolution and delivering exceptional customer experiences.
- Act as the point of contact for escalated customer issues, demonstrating a customer-centric approach and taking ownership of problem resolution.
- Collaborate with relevant internal teams to investigate and resolve complex customer issues, ensuring appropriate follow-up and closure.
- Gather insights from customer interactions to identify recurring issues and provide feedback to improve our products, services, and overall customer experience.
- Proactively identify opportunities to turn negative customer experiences into positive ones, reinforcing UrbanCompany's commitment to customer satisfaction.
- Maintain accurate records of customer interactions, feedback, and resolutions in our CRM system.
- Stay updated on industry trends, social media best practices, and emerging platforms to effectively engage with customers and optimize responses.

**Requirements**:

- Demonstrated experience in managing social media platforms and handling customer escalations.
- Exceptional verbal and written communication skills with the ability to convey empathy, professionalism, and clarity in customer interactions.
- Strong problem-solving skills and the ability to think critically and analytically to identify root causes and find appropriate solutions.
- Proven track record of taking ownership and driving results in a fast-paced and dynamic environment.
- Customer-centric mindset with the ability to remain calm and composed while dealing with challenging situations.
- Basic to moderate understanding of social media platforms and tools.
- High adaptability to changing priorities and willingness to work in rotational shifts, including weekends and holidays.
- Proficiency in using CRM systems or customer support software is a plus.
- Bachelor's degree in a relevant field is preferred but not mandatory.

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