Social Media Specialist
1 week ago
Role: Social Media Specialist - Escalation Desk
Location: Gurugram
POC: Rohan Aggarwal / )
About Spinny :
About Spinny: Founded in 2015, Spinny is a used car retailing platform that aims to bring about
transparency and convenience in the car buying and selling process in India. Spinny operates
across the entire value chain of pre-owned cars, embedding superior technology and processes
to deliver a premium experience to customers. As a testimony of Spinny's commitment to
transparency and quality, every car on the Spinny platform comes with a 200-point inspection
checklist, 5-day no questions asked money-back guarantee, and 1- year after- sales warranty.
Spinny is backed by leading global venture firms - Tiger Global, ADQ, Avenir Growth, Accel
Partners, and Elevation Capital, and is currently valued at ~ USD 1.8 Bn.
Key Responsibilities include:
Handle and track customer queries received via online ratings, customer reviews,
Twitter, and other social platforms
Act as a single point of contact for the customer and provide end-to-end resolution
Handle complaints by identifying customers needs and provide appropriate solutions
and alternatives within defined time frames
Liaison with internal stakeholders to decide the best possible and fastest resolution to
customer queries
Good understanding of social media platforms.
Requirements:
Relevant experience in handling high priority escalations
Graduate with a minimum 1 year of experience.
Strong command over English (written and verbal)
High empathy and strong customer orientation.
Strong Communication skills to appropriately handle agitated customers
Ability to switch between tasks and handle queries of multiple natures
Good stakeholder management skills to navigate processes and ensure issue resolution
in defined TATs
Problem-solving skills
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