Job Description

• Understand and address the consumer queries effectively and actively on social media platforms.
• Identify the need to assign the case to social out calling team or CR team basis the sensitivity of the case.
• Establish the facts and gather details about the specific case by using the available tools, data and coordinating with different departments.
• Pacify the customers/social audience by giving proper resolution in line with policies and empowerment.
• Actively draft and publish communication for pro-active social care for customers.
• Flag off and report perceived threat on social media to the larger social group and stay prepared with media statement.
• Coordinate with different departments like Legal, PR, Digital, HR etc. when dealing with sensitive cases.
• Tag/Categorize the cases as per the respective departments.
• Share feedback with the respective departments/Airport wherever required.
• Build brand love and drive positive engagement on social media platforms.
• Manages social media volume with consistency and to manage their own quality of responses.
• Develops engaging, creative, innovative content/ideas for regularly scheduled posts, which enlighten audiences and promote brand-focused messages. 

Qualification/Experience:

• Bachelor’s or Master’s Degree with upto 3 yrs of experience.
• Relevant experience in Customer Services, Complaints Handling, Online Reputation Management – ORM is Preferred.

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Ayush Kumar Jaiswal

Ayush Kumar Jaiswal,

Founder & Editor

brings over a decade of expertise in ethics to mediajob.in. With a passion for integrity and a commitment to fostering ethical practices, Ayush shapes discourse and thought in the media industry.

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