Social Media Escalations (Support) - Associate - CST

Paytm

1 - 6 years

2 - 3 Lacs

noida

Posted:2 weeks ago| Platform:

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Skills Required

multitasking customer service campaigns email support customer experience digital marketing branding business development advertising sales brand management marketing team coordination online marketing promotions social media marketing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Overview

As a Social Media Customer Service Associate specializing in escalations, youll be the frontline liaison for customer concerns across social media channels. Your goal is to handle complaints, resolve issues efficiently, and maintain a positive user experience all within defined turnaround times (TAT).

Key Responsibilities

Manage and resolve daily merchant/customer queries via social media channels, chat, and calls
Monitor and respond to escalated issues/posts/comments on social media, ensuring timely and appropriate resolution
Maintain brand consistency in tone, voice, and messaging across all interactions
Coordinate campaigns and social media initiatives to align with brand guidelines
Collaborate with internal teams by providing feedback, trends, and insights from social media engagements
Occasionally assist with team coordination or mentoring (when needed)

Requirements & Skills

Experience: At least 1 year in social media escalations, support, or related customer service roles
Prior experience managing chat or email support is a plus
Strong multitasking ability and problem-solving skills
Excellent written communication skills with attention to brand voice and messaging
A self-starter with high drive, initiative, and the ability to work independently
Graduate degree in any discipline

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