Social Media Escalation Executive

ob Description:

UrbanCompany is looking for a highly motivated, customer-focused Social Media Escalation Executive to join our Customer Experience (CX) team. In this role, you will manage and resolve customer escalations received through social media platforms, ensuring timely, empathetic, and effective communication. You will act as the face of UrbanCompany on social channels, safeguarding brand reputation while driving best-in-class customer satisfaction.

Key Responsibilities:

• Serve as the primary contact for escalated customer concerns on social media, demonstrating strong ownership and a customer-first mindset.
• Investigate and resolve complex issues by coordinating with internal teams and ensuring end-to-end case closure.
• Convert negative or dissatisfied customer experiences into positive outcomes through proactive engagement.
• Capture insights from repeated issues and share feedback with relevant teams to enhance processes, product offerings, and overall customer experience.
• Maintain detailed and accurate documentation of customer interactions, feedback, and resolutions within the CRM system.
• Stay updated on social media trends, best practices, and emerging platforms to optimize customer engagement and response quality.

Requirements:

• Prior experience managing social media channels and handling customer escalations.
• Excellent verbal and written communication skills with the ability to respond empathetically, clearly, and professionally.
• Strong analytical and problem-solving abilities to identify root causes and provide effective solutions.
• Customer-centric approach, with the ability to remain calm, composed, and solution-oriented in challenging situations.

Qualifications:

• Bachelor's degree in any discipline.
• Minimum 12 months of experience in customer escalation handling, preferably in a CX or social media support environment.