Resolve escalated customer issues on social media platforms with efficiency and empathy as a Specialist-Customer Operations (ORM-Social Media Escalations). Utilize crisis management skills to address customer complaints and inquiries in a timely manner. Collaborate with internal teams to provide effective solutions and enhance customer satisfaction.

Skills

• Customer Escalation
• ORM
• Esclations
• Online Reputation Management
• Handling Customer Queries
• TAT
• Twitter
• SLA
• Query Resolution
• Instagram
• Complaints
• CSAT
• Facebook

Requirements

• Job Role Specialist-Customer Operations -ORM-Social Media Escalations
• Job Type Full Time
• Workplace Type Onsite
• Industry Technology, Information and Internet

Secondary locations

About

Not provided

Responsibilities

• Handle customer queries and complaints raised on the social platforms like Facebook, Instagram, LinkedIn, Twitter and reviews on Play / Appstore etc.
• Connect with the customers through Call / E-Mail / Social platforms to understand their grievances and provide appropriate resolution the concerns.
• Liaising up with different verticals to get the end resolution for the customer.
• Customer service sensitivity approach while handling complaints and escalations.
• Adherence to the timelines in providing the resolutions to customers.
• Ensure that all written communication is carried out as per the customer care procedures.
• Strong acumen to understand the sentiment of the customer and convert negative sentiments to positive sentiments.

Other Requirements

• Minimum graduate any stream
• Minimum 3+ Years of experience in handling escalations on the Social Media Platform
• Customer Centric approach
• Excellent written & verbal communication skills
• Open to work 6 days a week on rotational shift and week off.

Good to have

Not provided

About the Company

We’re on a mission to make eCommerce simple, accessible and trustworthy

We enable eCommerce sellers with AI-driven technology and dependable services encompassing conversion, order fulfillment, shipping, buyer communication, returns management, and more.

Our platform leverages data, workflows and supply chains at scale, providing you with just about everything you need to provide a delightful customer experience.