Social Media Customer Support Executive (Non-Voice) | Gurgaon

Job Description:

We are looking for experienced professionals to manage customer queries, complaints, and service requests received through social media platforms, ensuring timely resolution and a positive customer experience.

Key Responsibilities:

• Handle customer queries, complaints, and service requests across social media platforms.
• Monitor customer sentiments and provide real-time responses to protect brand reputation.
• Manage Online Reputation Management (ORM) and proactively identify potential escalations.
• Coordinate with Sales, Marketing, Risk, Product, Pricing, and Collections teams for issue resolution.
• Track pending cases, allocate requests, and ensure resolution within defined SLAs and TATs.
• Maintain process documentation and ensure compliance with internal guidelines.