Social Media Escalations

2 weeks ago

Gurgaon, India Fabhotels Full time

Regularly monitor social media platforms, such as Facebook, Twitter, Instagram, LinkedIn, and others, for customer inquiries, complaints, or feedback requiring escalation.
- Assess and prioritize incoming social media escalations based on urgency, severity, and potential impact on the brand. Quickly identify critical issues that need immediate attention.
- Provide timely responses to customer escalations, demonstrating empathy, professionalism, and a commitment to resolving their concerns. Address each customer individually and tailor responses to their specific situation.
- Work closely with internal departments, such as customer support, technical support, or operations, to address and resolve customer issues. Coordinate efforts to ensure a prompt and satisfactory resolution for the customer.
- Serve as a liaison between the customer and internal departments, escalating issues to higher management or specialized teams when necessary. Maintain regular communication with customers to keep them informed about the progress of their case.
- Provide feedback on recurring customer concerns or emerging trends to help improve products, services, or processes. Generate reports and analytics on escalations, resolutions, and customer feedback to identify areas for improvement.
- 9 hour shift between (anytime between 8am-11pm)
- Social media Escalation experience mandatory
- At least 1 Year of experience in the same field

**Qualifications and Skills**:

- Bachelor's degree
- Proven experience in customer service, social media management, or a similar role.
- Excellent written and verbal communication skills with exceptional proficiency in grammar, spelling, and punctuation.
- Familiarity with social media platforms and their features, including posting, monitoring, and analytics.
- Proficiency in using customer service software, social media management tools, and CRM systems.

**For more details you can directly call on this number 8707396010**

**Contact Person
- Preeti Verma**

**Salary**: ₹300,000.00 - ₹370,000.00 per year

**Benefits**:

- Provident Fund

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Gurgaon, Haryana: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Social media management: 1 year (preferred)

License/Certification:

- Digital marketing (preferred)

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