🏢 About the Company

Confidential Company is a leading organization committed to delivering exceptional customer experiences across digital and social media platforms. The company emphasizes proactive engagement, brand consistency, and timely resolution of customer inquiries to strengthen relationships and loyalty.

💻 Job Title: Senior Associate – Social Media Customer Support

🎯 Job Purpose

The Senior Associate will be responsible for managing customer interactions across various social media platforms, including Facebook, Twitter, Instagram, LinkedIn, and others. The role involves responding to inquiries, complaints, and feedback promptly, professionally, and empathetically, acting as a bridge between customers and the organization to ensure a positive experience.

📌 Key Responsibilities

Monitor Social Media Platforms: Regularly track and identify customer inquiries, comments, and complaints across social media channels.
Engage with Customers: Respond promptly to customer interactions, provide accurate information, resolve issues, and offer appropriate solutions.
Resolve Customer Complaints: Investigate complaints, ensure effective resolution, and escalate complex issues to relevant internal departments.
Proactive Customer Outreach: Engage proactively with customers expressing concerns, aiming to resolve issues and regain trust.
Maintain Brand Image: Communicate consistently and positively with customers, adhering to brand guidelines and policies.
Collaborate with Internal Teams: Work closely with product development, marketing, and sales teams to provide accurate responses and share customer feedback for improvements.
Analyze Customer Trends: Monitor and identify patterns in customer interactions, providing insights and recommendations to enhance overall satisfaction.
Documentation and Reporting: Maintain accurate records of customer interactions, complaints, and resolutions for reporting and analysis.

🎓 Qualification

Graduate from a recognized university.

💼 Requirements

Previous experience in customer support or social media management is preferred.
Excellent verbal and written communication skills with strong grammar and punctuation.
Proficiency with social media platforms and social media management tools.
Strong problem-solving and decision-making abilities.
Empathy and ability to manage challenging customer situations professionally.
Good organizational skills with the ability to prioritize effectively.
Knowledge of CRM software is a plus.
Familiarity with data analysis and reporting is beneficial.

📍 Location

India

🚀 How to Apply

Interested candidates can apply through the official careers portal of Confidential Company.

🔵 Apply Here:

Visit: https://careers.airindia.com/aix/job/_-Senior-Associate/44063444/

(Early applications are recommended as positions may close once filled.)

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To apply for this job please visit careers.airindia.com.