Senior Executive | ORM View

Full Job Description
ORM - Social Media (Associate/Sr Associate Level)

About the Team : 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.

Key Responsibilities :

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

Good command over English Language, ability to effectively communicate information in written format
Working knowledge of platforms like Facebook, Google Play Store and Twitter
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
A problem- solving attitude
Customer service experience of at least one year
Should be smart, witty and have a sense of humor
Willingness to work in shifts (24/7 working environment)