Sr. Executive / Executive - Social Media Escalations (Customer Experience)

Roles & Responsibilities -:

• Monitor social media platforms, including but not limited to Facebook, Twitter, Instagram for customer inquiries, comments, and feedback.

• Managing CXO level escalations with utmost priority in an empathetic manner, while demonstrating excellent communication skills and representing our brand in a positive light.

• Escalate complex or unresolved issues to the appropriate departments or higher management, while ensuring timely resolution.

• Collaborate with cross-functional teams such as Product, Tech, Growth etc, to garner information for conducting RCAs and provide feedback based on customer interactions.

• Monitor customer sentiment and identify trends or patterns in feedback to help improve ixigo products, services and customer experience.

• Working knowledge of Partner Portals & CRMs ...