Understand and address the consumer queries effectively and actively on social media platforms.
- Identify the need to assign the case to social out calling team or CR team basis the
sensitivity of the case.
- Establish the facts and gather details about the specific case by using the available tools, data and
coordinating with different departments.
- Connect with the customers on a call to pacify the customers/social audience by giving proper
resolution in line with policies and empowerment.
- Actively draft and publish communication for pro-active social care for customers.
- Flag off and report perceived threat on social media to the larger social group and stay
prepared with media statement.
- Coordinate with different departments like Legal, PR, Digital, HR etc. when dealing with
- Tag/Categorize the cases as per the respective departments.
- Share feedback with the respective departments/Airport wherever required.
- Build brand love and drive positive engagement on social media platforms.
- Manages social media volume with consistency and to manage their own quality of
- Develops engaging, creative, innovative content/ideas for regularly scheduled posts,
which enlighten audiences and promote brand-focused messages.
- Bachelor's or Master's Degree with upto 3 yrs of experience.
- Relevant experience upto 2 years in Customer Services, Complaints Handling, Online Reputation