Social Media Expert

JOB DESCRIPTION: OFFICER SOCIAL MEDIA CUSTOMER MANAGEMENT (CHAT + VOICE)

Unique Job Role

Officer Social Media Customer Management

Job Details

The responsibilities include resolving customer queries, recommending solutions and guiding

product users through features and functionalities. To be successful in this role, you should be an

excellent communicator whos able to earn our clients’ trust. You should also be familiar with the

Social Media routine. Ultimately, you will help establish our reputation as a company that offers

excellent customer support during all sales and after-sales procedures.

External Interfaces

Internal Interfaces

• Customers
• Contact Center

• Business teams
• CRM Team
• Service teams
• IT Team

Job Requirements

Education

Graduation

Relevant Experience

3+ years

Behavioural Skills

• Learning Ability
• Perseverance
• Overcoming failures
• Listening
• Conflict Management
• Accountability
• Communication Skills

Knowledge

• Social Media Knowledge
• Reporting and documentation
• Digital Inclination
• Voice Calls/Live Chat/WhatsApp Channels/Email

Expected Process Contributions

Other Requirements

• Experience as a Customer Support Specialist or similar CS role
• Familiarity with Call Center Industry is a plus with adequate exposure to Social Media processes
• Experience using help desk software, remote support tools and Salesforce
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases

Responsibilities

• Respond to customer queries in a timely and accurate way, via social media, phone, email or chat
• Identify customer needs and help customers use specific features
• Analyse and report product issues
• Capture and update our internal databases with information about product issues and discussions

with customers

• Monitor customer concerns on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Assist in training junior Customer Support Representatives
• Make outbound calls to customers to identify their issues in depth
• Provide solutions and recommendations to customers via telephone calls
• Follow set communication guidelines in addressing the needs and problems faced by

customers

• Build positive work relationship with customers to enhance the image and public perception

of the company

• Place outbound calls to customers to promote new products and services
• Ensure call records are properly stored and organized in a call center database
• Maintain a courteous and friendly disposition when interacting with customers irrespective

of their temperament

• Ensure daily SL and ticket targets are achieved
• Provide periodic reports to company management on work activities
• Monitor trends in customer calls and alerts management in event of any suspicious activity
• Upsell products to customers while providing solutions with respect to products

Qualification, Skills & Education:

• Exceptional communication skills
• Graduate in any Discipline
• Well-versed with social media management
• Excellent written and spoken English
• Fluency in Spoken Hindi
• Customer Service Skills: Call Etiquette and call handling
• Problem-solving Skill: Identify customer Needs/challenges and provide solutions that

address the same

• Sales Skills