General Summary OF JD:
The Social Media Specialist is responsible for engaging and responding to customers’ queries, complaints, feedback, appreciation etc. on social media.
Key Accountabilities:
- Handling social media channels for our clients which include responding to the mentions across social media channels.
- Report any mentions that require client intervention and ensure a timely and adequate response.
- Raise tickets and bucket mentions in the correct category for reporting.
- Ensuring seamless communication with clients so that all responses posted to the customers are in line with client’s persona.
- Gather broad insights about each client, the kind of mentions (complaints/queries/feedback) by their customers and report the same
Knowledge, Skills and Abilities:
- Working knowledge of social media platforms including but not limited to Facebook, Twitter, and LinkedIn etc.
- Strong written and verbal communication, ability to identify situations and draft suitable responses.
- Ability to handle irate customers on social media.
- Knowledge of best practices to be followed while responding on social media is an added plus.
Experience/Education:
- Graduate with strong verbal and written communication.
- Experience in a similar domain would be a plus.
About OneDirect:
OneDirect is a Sequoia capital funded 200+ people enterprise software company headquartered in Bangalore and has offices in Mumbai and Delhi.
We build products that enable fortune 1000 companies in improving customer experience across all touch points. Our solutions are used by some of the largest enterprises in India like the Indian railways, Kotak, Dominos, Daikin, DishTV, Tatasky, Paytm, Hitachi, PVR, Indigo, MakeMyTrip, Oyo, Vistara and many more
