Job Detail

Job Description

Roles and Responsibilities

• Handle online customer support for the company
• Answer questions and respond to comments on our social media accounts
• Remove, Edit or ban comments and people from our social media accounts.
• Review Page insights and act accordingly to help improve our page stats
• Content creation (graphic + regular content), post content created by our content team as and when required
• Engage with our fans and followers to help build our page follower base
• Online reputation management: Manage the overall well being of the social media pages
• Addressing real-time negative responses.
• Escalate to relevant stakeholders.
• Creating and implementing strategies for creating positive reputation for a brand.
• Ensuring all complaints are tracked on social media and all consumer forum sites or discussion forums on internet
• Report and coordinate with Customer Service team to get resolution for all the complaints/queries and ensure that the response received from customer service team is posted back on the relevant digital channels within TAT
• Manager trackers, send reminders, close loop with stakeholders.
• Preparing Daily, Weekly & Monthly MIS Reports.
• Preparing presentations, Graphs and analytical reports.
• Handling records & data on MS Excel

Desired Candidate Profile

Previous hands on experience with social media customer support. Job seeker would be required to show previous work examples.

1. Must have experience in Negative links and comments deleting.- Should be a team player and flexible enough for multitasking.
2. Excellent US written communication skills, to be able to come up with immediate creative responses.
3. Skilled with Facebook and Instagram, customer support certifications will be considered a plus.
4. Should have used known social media tools.
5. Should be able to manage a tight grip of the ORM operations

Skills Required