Social Media
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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. 


  • 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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