Social Media Specialist - Escalations Desk

Role: Social Media Specialist - Escalation Desk
Location: Gurugram

POC: Rohan Aggarwal (+91-8076997061/ rohan.aggarwal@spinny.com)

About Spinny :

About Spinny: Founded in 2015, Spinny is a used car retailing platform that aims to bring about
transparency and convenience in the car buying and selling process in India. Spinny operates
across the entire value chain of pre-owned cars, embedding superior technology and processes
to deliver a premium experience to customers. As a testimony of Spinny's commitment to
transparency and quality, every car on the Spinny platform comes with a 200-point inspection
checklist, 5-day no questions asked money-back guarantee, and 1- year after- sales warranty.
Spinny is backed by leading global venture firms - Tiger Global, ADQ, Avenir Growth, Accel
Partners, and Elevation Capital, and is currently valued at ~ USD 1.8 Bn.

Key Responsibilities include:
● Handle and track customer queries received via online ratings, customer reviews,
Twitter, and other social platforms
● Act as a single point of contact for the customer and provide end-to-end resolution
● Handle complaints by identifying customers needs and provide appropriate solutions
and alternatives within defined time frames
● Liaison with internal stakeholders to decide the best possible and fastest resolution to
customer queries
● Good understanding of social media platforms.

Requirements:
● Relevant experience in handling high priority escalations
● Graduate with a minimum 1 year of experience.
● Strong command over English (written and verbal)
● High empathy and strong customer orientation.
● Strong Communication skills to appropriately handle agitated customers
● Ability to switch between tasks and handle queries of multiple natures
● Good stakeholder management skills to navigate processes and ensure issue resolution
in defined TATs
● Problem-solving skills