Social Media Escalation Executive

Urban Company (UC)

1 - 5 years

3 - 5 Lacs

gurugram delhi / ncr

Posted:1 week ago| Platform:

Apply

Skills Required

customer escalation escalations social media campaigns customer complaints customer queries

Work Mode

Work from Office

Job Type

Full Time

Job Description

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:

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

More Jobs at Urban Company (UC)

Field Operations Supervisor (Contractual)

Hyderabad, Bengaluru, Delhi / NCR

1 - 4 yrs

INR 2 - 4 Lacs

Field Operations Manager

Hyderabad, Bengaluru, Delhi / NCR

1 - 3 yrs

INR 5 - 12 Lacs

People Success Partner

Gurugram

2.0 - 4.0 yrs

INR 10 - 20 Lacs

Marketing Manager (BTL Marketing)

Hyderabad, Bengaluru, Delhi / NCR

1.0 - 5.0 yrs

INR 3 - 5 Lacs

Btl Manager

Hyderabad, Bengaluru, Delhi / NCR

1.0 - 5.0 yrs

INR 0 - 1 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.