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Social Media Analyst - Customer Relations

3.00 to 7.00 Years   Bangalore   25 Jan, 2023
Ave-promagne
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    - Your focus will be to handle all customer inquiries raised on social media platforms such as Facebook, Twitter, Instagram, and YouTube. Your responsibilities will include but are not limited to:- Building strong relationships with customers and ensuring the highest quality of service; understanding customers needs at various stages of the customer journey through an MPOWER loan and supporting re-engagement initiatives even after the loan is closed- Proactively identifying the right opportunities for the customer and guiding them through the appropriate products and services - taking into account their long term aspirations and goals- Resolving inquiries completely and fully by connecting with the customers through their preferred channel (call, email, social platform) to provide the best possible resolution- Generating good customer reviews by managing MPOWERs online reputation- Creating and maintaining daily, weekly and monthly social media reportsTHE QUALIFICATIONS :- Bachelors degree in a related field, or higher- 3+ years of experience in handling social media escalations in a high-touch, fast-paced environment- Prior experience within financial services and/or higher education, preferred- Passion for customer service and relationship management with an innate sense of service and empathy for others- Outstanding written and verbal communication skills in English and comfortable interacting with customers via multiple communication channels- Experience with Online Reputation Management, strongly preferred- Experience with CRM tools such as Zendesk, Salesforce, strongly preferred- Proficiency with social media management tools such as Hootsuite, Sprinklr, preferred - Experience in using a social media analytics tool such as Klout, PeerIndex, would be a plus.,

Keyskills :
social media managementonline reputation managementmarketingcustomer service

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