Sr. Executive / Executive - Social Media Escalations (Customer Experience)

Roles & Responsibilities -:

• Monitor social media platforms, including but not limited to Facebook, Twitter, Instagram for customer inquiries, comments, and feedback.

• Managing CXO level escalations with utmost priority in an empathetic manner, while demonstrating excellent communication skills and representing our brand in a positive light.

• Escalate complex or unresolved issues to the appropriate departments or higher management, while ensuring timely resolution.

• Collaborate with cross-functional teams such as Product, Tech, Growth etc, to garner information for conducting RCAs and provide feedback based on customer interactions.

• Monitor customer sentiment and identify trends or patterns in feedback to help improve ixigo products, services and customer experience.

 

• Working knowledge of Partner Portals & CRMs
• Excellent command over the English language.
• Must be flexible to work over weekends & in rotational shifts,
• Good experience in resolving issues quickly.
• High energy and drive to work in a start-up environment.
• Excellent Team Player.
• Min 2-4 years of relevant experience.
• Candidate should be ready to work in rotational shifts
• 5.5 days working