Key Responsibilities:
● Connect and Interact with customers on Social Platforms including but not limited to Facebook, Twitter, LinkedIn and Blogs
● Compose responses independently and in accordance with processes guidelines
● Provide professional yet personalized experience on all interactions with the customers on Social Platforms
● Should be an expert in leading Social Practices
● Lead and leverage Social Media to meet the brand & customers objectives, should be an expert in Social innovation, social media measurement / analytics, expertise in social media ads is quintessential
● Excellent interpersonal skills, with the ability to troubleshoot functional and non- functional issues correctly and clearly to external customers and internal stakeholders
● Perform post resolution follow-ups to help requests / to follow up on cases till closure flawlessly
● Ability to work independently and make decisions with little or no guidance
● Handle high anxiety customers with a composed attitude
● Should be willing to work for the customer without having constraints to timings/shifts
● Should be flexible in learning different processes and be cross-skilled
● Make improvement suggestions on products and services from customer feedback for better service delivery
Requirements:
● Excellent communication skills and fluency in English.
● Demonstrable social networking experience and social analytics tools knowledge
● Proven working experience in social media or related fields (added advantage)
● Positive attitude, detail and customer oriented with good multitasking and organisational ability
● You must be a social media software whiz kid. We need you to listen in - monitor social media conversations – and tell us what’s going on
● To keep abreast of the latest trends in social media and advice the marketing lead on their pros and cons. Be the first mover
● In depth knowledge of all social media channels
● Ability to work independently and make decisions with little or no guidance
● A can- do attitude
● Minimum 1 of year experience handling customer escalations on social media platforms.
Qualifications:
● Bachelor’s degree in Marketing, Communications, Journalism or Public Relations preferred but not mandate
● Expert in written and verbal communication in English. Should have excellent knowledge on content writing in blogs, Social Media posts etc..