Functions / Responsibilities

Customer Delight - Social Media (Associate/Sr Associate Level)

Job Description

A key role in our overall social media space for providing customer satisfaction across all social
platforms. This role will work within the customer care team and would require coordination with
internal teams like sales and marketing from time to time in order to solve customer’s product and
campaign related queries. One key expectation from the person handling this responsibility will be to
improve brand image on complaints and grievance handling mechanism.

Responsibilities
 Proactively attend all the queries, complaints, requests across the company’s social media
platforms
ï‚· Raise issues to the concerned teams and follow up for resolutions
ï‚· Proactively and continuously keep the customer and stakeholders informed about the status
of the problem
ï‚· High level of individual discretion to ensure customer satisfaction and business success
ï‚· Build credibility with customers by empathizing with their problem in words, proactively
understand their needs and respond promptly
ï‚· Accurately document all customer issues via emails and customer support tools, adhere to the
process and follow-up timely
ï‚· Highlight the noise in the social space to the key stakeholders within the organization and
ensure speedy resolutions

Requirements
ï‚· Good command over English Language, ability to effectively communicate information in
written format
ï‚· Working knowledge of platforms like Facebook, Google Play Store and Twitter
ï‚· Active twitter handle with good following and some exposure in any platform of
communication including media relations, internal communication, branding and social media
is desirable
ï‚· A problem- solving attitude
ï‚· Customer service experience of at least one year
ï‚· Should be smart, witty and have a sense of humor
ï‚· Willingness to work in shifts (24/7 working environment)

CONTACT DETAILS : tasmia.taranum@workex.xyz

https://workex.ai/

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