Escalation Executive

Bachelor'sWe are seeking a proactive and customer-focused Customer & Social Media Escalation Executive to manage and resolve high-priority customer complaints and public-facing grievances on social media platforms. You will be the frontline representative for brand reputation and customer trust, ensuring timely, empathetic, and effective resolutions both privately and publicly.

Role & responsibilities

• Monitor and manage customer escalations across all platforms (calls, emails, chat, social media).
  
• Track and respond to complaints, queries, or negative feedback posted on platforms like Twitter (X), Instagram, Facebook, Google Reviews, etc.
  
• Coordinate with internal teams (Operations, Product, Tech, etc.) for issue resolution and escalation management.
  
• Provide prompt, professional, and thoughtful replies to ensure positive brand sentiment.
  
• Maintain accurate records of all escalated cases and provide regular updates to leadership.
  
• Identify recurring issues and provide feedback for process improvements.
  
• Ensure SLAs and TATs are consistently met for escalated complaints.
  
• Draft reports and dashboards on complaint trends, resolution timelines, and public sentiment.

Preferred candidate profile

• Bachelors degree in any discipline (preferred: Communications, Business, or related field).
  
• 2-5 years of experience in customer service or social media escalation roles.
  
• Strong written and verbal communication skills in English and [local language, if applicable].
  
• Excellent problem-solving skills and emotional intelligence.
  
• Proficiency with CRM tools (e.g., Zendesk, Freshdesk) and social media tools (e.g., Hootsuite, Sprout Social).
  
• Calm under pressure, with the ability to handle difficult or irate customers diplomatically.
  
• Strong attention to detail and ability to multitask in a fast-paced environment.

Working Days: 6 days, Rotational week off

Why Join Us:

• Be part of a fast-growing, customer-centric organization
• Opportunity to shape public brand perception
• Collaborative work environment with clear career growth paths