We are seeking a skilled professional from the financial services industry for the Customer Experience Social Media & Escalations role to manage consumer engagement and relationships, enhancing brand visibility and domain authority through outstanding service and communication.
Oversee all customer queries and complaints on social platforms like Linkedin, Facebook, Instagram, Snapchat, and Twitter.
Strong understanding of Stocks, F&O, and Mutual Fund products.
Connect with customers through calls, emails, or social platforms to provide the best possible resolutions.
Understand customer grievances, provide appropriate solutions, and ensure issues are resolved effectively.
Work with cross functional teams such as brand marketing and CRM, to address and solve customer issues, complaints, and questions.
Take a customer-focused approach to handle complaints and escalations, ensuring customer satisfaction.
Maintain strong follow-up on all assigned cases to ensure timely and effective resolution.
Ensure that all issues are resolved within established timelines.
Adhere to customer care procedures in all written communications and ensure all interactions are professional and in line with company standards.
