Senior Executive

Job Description

Location: Gurgaon Department: Customer Support Designation: Senior Executive Reports To: Manager Working conditions: As per the roster (Mon-Fri: Office, Sat/Sun: Work from home) Job Summary: The Social Media Escalations Executive will be responsible for addressing, resolving, and managing customer complaints or queries raised through social media platforms. This role requires someone who can handle sensitive situations diplomatically, work under pressure, and provide exceptional customer service. The executive will respond to complaints/queries on platforms like Twitter, Facebook, Instagram, LinkedIn, Google reviews, and others and will act as a liaison between the customer and the internal teams. Duties and Responsibilities • Interact with customers via Calls, Chats, WhatsApp and resolve them. • Maintaining a positive, empathetic and professional attitude toward customers at all times. • Responding promptly to customer inquiries. • Communicating with customers through various channels. • Acknowledging and resolving customer complaints. • Ensure customer satisfaction and provide professional customer support. • Follow company process accurately and efficiently Experience and Qualifications Required • Minimum 1 yr of relevant experience • Excellent in MS Office skills • Excellent communication skills- verbal and written • Ability to multi-task, prioritize, and manage time effectively Education: • Graduation in any stream