Customer Delight Associate (Social Media)

Key Responsibilities

• Respond promptly and professionally to customer queries across social media channels (Instagram, X/Twitter, YouTube, etc.), live chat, and email.
• Manage DMs, comments, mentions, and tags — ensuring each user receives a thoughtful and empathetic response.
• Act as the brand voice on social media — maintaining a positive, engaging, and community-driven tone.
• Monitor social media conversations to identify user sentiment, trends, and potential issues, and collaborate with internal teams for timely resolution.
• Outcall or connect with users when required to ensure exceptional service recovery.
• Understand and troubleshoot common issues related to app functionality, subscriptions, and content access.
• Partner with the social media and marketing teams to provide insights from user interactions and contribute to engagement strategies.
• Keep detailed records of user interactions, comments, and resolutions using internal tools and dashboards.
  

Requirements

• 1–3 years of experience in customer support, community management, or social media engagement roles.
• Strong written and verbal communication skills in Hindi and English.
• Proven experience handling queries on social media platforms (Instagram, X/Twitter, YouTube, Facebook, etc.) — experience with live chat and email is a plus.
• Familiarity with social media management tools (e.g., Sprout Social, Hootsuite, or Meta Business Suite) or customer service platforms (e.g., Freshdesk, Yellow, or Nugget).
• Strong sense of empathy, quick thinking, and a proactive problem-solving approach.
• Ability to multitask, stay organized, and maintain brand tone even in high-volume situations.
• Willingness to work in shifts, including weekends or public holidays, as needed.
  

About KUKU

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