| Job Title: | Senior Executive/Asst. Manager – Social Media Escalation | Job Category: | Customer Excellence
| Department/Group: | Customer Excellence | Job Code/ Req#: |
| Location: | Gurugram | Level/Salary Range: |
| HR Name: | | Position Type: | Full-Time
| HR Contact: | | Date Posted: | 10-aug-2022
| Job Description
| Role and Responsibilities
The Escalation Executive will be handling the complaints received through various Social Media platforms.
Roles and Responsibilities: · Handle all customer queries and complaints raised on the social platforms like Facebook, Instagram, LinkedIn, Twitter, and reviews on Play / Appstore etc. · Convert the negative feedback into positive and to boost the social media ratings. · Connect with the customers through Call / E-Mail / Social platforms to provide the best possible resolution · Understand the customer grievances and provide appropriate resolution · Solving/answering prospect and customer issues, complaints, questions/queries in close coordination with the other departments · Take a customer-focused approach to handle complaints and escalations · Strong follow-up required on all the assigned cases · Provide resolution within the framed timelines · Ensure that all written communication is carried out as per the customer care procedures Qualifications and Education Requirements· Graduate in any stream Preferred Skills· Minimum 1-2 years of escalation handling experience on the Social Media Platform · Customer Centric approach · Excellent written & verbal communication skills · Able to work under pressure