Job Description

Social Media Customer Servicing

• Monitor customer interactions across assigned social media channels.
• Respond to customer comments, posts, messages, and inquiries in a timely and professional manner.
• Acknowledge customer interactions within defined response timelines.
• Maintain appropriate brand tone and social media etiquette in all customer communications.

Case Assessment & Classification

• Assess and accurately classify customer interactions as – Complaint, Inquiry, Service Request, Feeback, Rating / Review, Compliment
• Create and update cases in designated systems as required.
• Ensure correct categorization and routing of customer issues.
• Handle assigned cases from receipt through closure.
• Follow established Complaint Handling Procedures (CPR), policies, and operational guidelines.
• Liaise with internal stakeholders to obtain information and resolutions.
• Provide regular updates to customers throughout the resolution journey.
• Ensure customers receive clear and comprehensive closure responses.
• Demonstrate empathy and professionalism during customer interactions.
• Drive satisfactory customer outcomes through proactive follow-up and service recovery.
• Escalate complex or high-risk cases as per defined escalation matrix.

Complaint & Case Management

Customer Experience