Customer Care Executive – Social Media at Bewakoof in Bengalaru
Job Description
Key Responsibilities:
- Customer Interaction: Respond to customer inquiries and complaints on social media platforms (e.g., Facebook, Instagram, Twitter, LinkedIn, Google Play Store, iOS) with professionalism and ownership.
- Proactive Monitoring: Monitor and manage social media accounts to address customer comments and inquiries promptly; escalate and de-escalate core issues through direct customer calls.
- Issue Resolution: Effectively identify and resolve customer complaints, ensuring satisfactory resolutions and conducting follow-ups to close the loop.
- Product Knowledge: Maintain an in-depth understanding of our products/services to provide accurate information and solutions; stay updated on industry trends in social media customer care.
- Documentation: Accurately document customer interactions and resolutions in our CRM system; analyze feedback to identify trends for continuous improvement.Share root cause analysis for core escalations.
- Cross-functional Collaboration: Work with other departments to address customer needs and enhance overall customer experience.
- Compliance: Uphold a positive brand image through effective communication and engagement
Must Haves:
- Bachelor’s degree preferred
- Proven experience in customer service, preferably in a social media environment
- Excellent communication skills, both verbal and written
- Proficiency in social media platforms and customer relationship management (CRM) tools.
- Ability to multitask and work effectively in a fast-paced environment
- E-commerce experience will be an added advantage.
Shift: Rotational Shift with 1 day off
Work from office
