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.
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.