Senior Customer Support Social media

6 days ago

Remote, India arcatron mobility Full time ₹ 3,50,000 - ₹ 4,50,000 per year

About the Role:

We are looking for a proactive and empathetic Customer Support Executive – Social Media to manage customer interactions across our digital channels. You will be the first point of contact for resolving queries, addressing complaints, and ensuring that every customer has a positive brand experience.

Key Responsibilities

  • Monitor and respond to customer queries, comments, and complaints across social media platforms (Instagram, Facebook, Twitter, LinkedIn, etc.) in real time.
  • Handle DMs, comments, and reviews with professionalism, empathy, and brand tone of voice.
  • Coordinate with internal teams (operations, logistics, product, and marketing) to resolve customer issues effectively and promptly.
  • Escalate complex or sensitive cases to the right stakeholders and ensure timely follow-ups.
  • Track customer sentiment and feedback on social media to share insights with the marketing and product teams.
  • Maintain response time SLAs (Service Level Agreements) and quality standards for social media support.
  • Assist in preparing FAQs, canned responses, and process improvements for better efficiency.
  • Contribute to building a positive online brand reputation through customer-first engagement.

Key Requirements

  • Bachelor's degree in any field.
  • 1–3 years of experience in customer support / social media handling / community management (preferably in D2C, e-commerce, or consumer-focused industries).
  • Strong written communication skills with the ability to adapt tone as per customer situation.
  • Good problem-solving skills and ability to remain calm under pressure.
  • Familiarity with social media management tools (e.g., Sprinklr, Freshdesk, Hootsuite, Zoho Desk, etc.) is a plus.
  • Ability to multitask, prioritize, and manage time efficiently.
  • Empathetic, patient, and customer-first mindset.

Job Type: Full-time

Pay: ₹35, ₹45,000.00 per month

Benefits:

  • Health insurance
  • Provident Fund
  • Work from home

Work Location: Remote

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