Social Media Executive

ConfidentialThane

30+ days ago

Job description

Responsibilities :

Brand Representation : Ensure a positive reflection of the Organization across all social media platforms, maintaining brand integrity and positive public perception.
Customer Query Resolution : Resolve customer complaints and queries efficiently via email or social media channels, ensuring timely and satisfactory responses.
Response Time Management : Ensure all customer queries, complaints, and escalations received via social media are responded to within established timeframes.
Feedback Monitoring : Continuously monitor customer feedback and review websites, identifying sentiment and trending topics.
Trend Analysis & Reporting : Share daily trends and analysis derived from social media interactions and customer feedback.
Daily Tracking & Follow-up : Perform daily tracking and follow-up on customer feedback reports, ensuring all issues are addressed and closed.
WhatsApp Query Handling : Handle and respond to customer queries received on WhatsApp, maintaining prompt and helpful communication.
Root Cause Identification & Resolution : Identify root causes for all complaints and escalations received through social media. Work collaboratively with customer service, operations, and other relevant stakeholders to structurally reduce social media escalations and complaints.

Required Skills :

Good communication skills, fluent in both spoken and written English.

Experienced in handling customer queries.

Ability to multitask, prioritize, and manage time effectively.

Basic computer skills.

Working knowledge of various social media CRMs (Customer Relationship Management systems).

Ability to work in shifts.

Should be a graduate in any field.

Demonstrated interest in social media and customer service.

Skills Required

Brand Representation, Time Management, Trend Analysis, Root Cause Analysis, CRM Suite

Social Media Executive • Thane