Social Media Escalation

Key Responsibilities

· Manage high-level customer escalations received through social media, email, and other channels.

· Ensure timely and professional responses to customer concerns.

· Coordinate with internal teams to resolve customer issues effectively.

· Maintain brand tone and communication standards across all platforms.

· Track social media trends, sentiment, and recurring customer concerns.

· Take ownership of critical customer issues and ensure end-to-end resolution.

· Coordinate with cross-functional teams including operations, logistics, and support teams.

· Provide regular updates to customers on case progress and resolution timelines.

· Identify root causes of escalations and suggest process improvements to reduce repeat issues.

Required Skills & Qualifications

· Bachelor’s degree in any discipline.

· 1–3 years of experience in escalation handling, or social media operations.

· Strong written and verbal communication skills.

· Experience with CRM tools, ticketing systems, and social media platforms.

· Good analytical and problem-solving abilities.

· Ability to work in a fast-paced and high-pressure environment.

· Strong stakeholder management and coordination skills.

· Proficiency in MS Excel and reporting.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 6 years of experience.