Senior Associate

Job Purpose

Will be responsible for managing customer interactions and providing exceptional support across various social media platforms. Your primary role will be to address customer inquiries, complaints, and feedback promptly and professionally. You will act as the bridge between customers and the organization, ensuring a positive and satisfactory customer experience.

• Monitor social media platforms: Regularly monitor various social media channels, including Facebook, Twitter, Instagram, LinkedIn, and others, to identify customer inquiries, comments, and complaints.
• Engage with customers: Respond to customer inquiries and comments promptly, demonstrating a high level of professionalism and empathy. Provide accurate information, resolve issues, and offer appropriate solutions to ensure customer satisfaction.
• Resolve customer complaints: Investigate and resolve customer complaints effectively and efficiently. Escalate complex issues to the appropriate internal departments for further assistance, ensuring timely resolution.
• Proactive customer outreach: Initiate proactive customer engagement by reaching out to customers who have expressed concerns or negative experiences, and work towards resolving their issues to regain their trust and loyalty.
• Maintain brand image: Uphold the organization's brand image by communicating with customers in a consistent and positive manner. Adhere to brand guidelines and policies while representing the company on social media platforms.
• Collaborate with internal teams: Collaborate with various internal departments, such as product development, marketing, and sales, to gather relevant information and provide accurate responses to customer inquiries. Share customer feedback and insights with relevant teams to drive product and service improvements.
• Analyze customer trends: Monitor customer interactions and identify trends, common issues, and areas for improvement. Provide insights and recommendations to the function based on customer feedback to enhance overall customer satisfaction.
• Documentation and reporting: Maintain detailed records of customer interactions, complaints, and resolutions.