Source description
About the role
Key Responsibilities - Act as the primary point of contact for escalated Customer concerns received via Social Media channels. - Take complete ownership of escalated cases, ensuring end-to-end investigation, resolution, and closure. - Coordinate with internal teams to resolve complex customer issues within defined SLAs. - Engage proactively with dissatisfied Customers to turn negative experiences into positive outcomes. - Identify recurring issues and share insights with relevant teams to improve processes, products, and Customer experience. - Maintain accurate and detailed documentation of all Customer interactions and resolutions in the CRM system. - Stay updated on Social Media trends, platform guidelines, and best practices to improve response quality. .