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    Social Media Escalation Management - Thane, India - Shshshree HR Solution

    Shshshree HR Solution
    Shshshree HR Solution Thane, India

    6 days ago

    Default job background
    Full time
    Description

    Need Candidate From Banking Industry. Work from Home Job

    Roles and responsibilities of social media escalation

    1. Monitoring: Regularly monitor social media platforms for brand mentions, inquiries, and complaints.
    2. Identifying Issues: Quickly identify and categorize customer inquiries or complaints based on severity and urgency.
    3. Responding Promptly: Provide timely and empathetic responses to customer inquiries and complaints on social media.
    4. Engagement: Actively engage with customers to acknowledge feedback, answer questions, and foster a positive brand community.
    5. Escalation Protocol: Establish clear procedures for escalating complex or sensitive issues to higher-level support staff or specialized departments.
    6. Collaboration: Work closely with other internal teams to resolve issues effectively and ensure consistent messaging.
    7. Crisis Management: Be prepared to escalate and coordinate responses during crisis situations, following predefined communication protocols.
    8. Documentation: Keep detailed records of all social media interactions for analysis, reporting, and continuous improvement.
    9. Analysis and Reporting: Analyze social media interactions and trends to identify areas for improvement and opportunities to enhance the customer experience.
    10. Training and Development: Provide ongoing training and support to social media escalation team members to ensure they are equipped with the necessary skills and knowledge.
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