Upgrade to Pro Member
Social Media Analyst - Customer Relations (3-7 yrs)
- 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 customer's 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 MPOWER's online reputation
- Creating and maintaining daily, weekly and monthly social media reports
THE QUALIFICATIONS :
- Bachelor's 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.
2-Step Verification - Action Required
We've updated our security procedures!
Your privacy and security are important to us. We've recently updated our security measures to make iimjobs.com safer and more secure for you. This change requires you to reset your password.
Please reset your password using the link sent to your email. If you did not receive any email, please check your spam folder..
