Ecommerce Hiring 4 Escalation Specialist/ Social Media Advisor/ SAL 6L

SOCIAL MEDIA ADVISOR

A key role in our overall social media space for providing customer satisfaction across all social
platforms. This role will work within the customer care team and would require coordination with
internal teams like category and marketing from time to time in order to solve customers product
and campaign related queries. One key expectation from the person handling this responsibility will
be to improve brand image on complaints and grievance handling mechanism.

Responsibilities
Proactively attend all the queries, complaints, requests across the companys social media
platforms
Raise issues to the concerned teams and follow up for resolutions
Proactively and continuously keep the customer and stakeholders informed about the status
of the problem
High level of individual discretion to ensure customer satisfaction and business success
Build credibility with customers by empathizing with their problem in words, proactively
understand their needs and respond promptly
Accurately document all customer issues via emails and customer support tools, adhere to the
process and follow-up timely
Highlight the noise in the social space to the key stakeholders within the organization and
ensure speedy resolutions

Requirements
Good command over English Language, ability to effectively communicate information in
written format
Working knowledge of platforms like Facebook, Google Play Store and Twitter
Active twitter handle with good following and some exposure in any platform of
communication including media relations, internal communication, branding and social media
is desirable
A problem- solving attitude
Customer service experience of at least one year
Should be smart, witty and have a sense of humor
Willingness to work in shifts (24/7 working environment)

ESCALATION SPECIALIST

Quality Analysts are responsible to audit calls, monitor email
transactions and accurately measure qualitative performance of a
Champion. The measured performance need to be coached on for
higher performance within agreed timelines.
They play the role of a classroom facilitator, coach and supervisor.
Quality Analysts need to demonstrate effective leadership skills through developing awareness
and knowledge of company values, customer service skills, computer
skills, product, policies and procedures.
The two objectives of this role are to drive effectively qualitative
performance and superior customer experience of the Customer
Connect Team.