Associate - Customer Experience (Voice Process)

Role Purpose

Manage customer interactions across social media platforms by responding to queries, resolving complaints, providing accurate information, and ensuring a positive brand experience.

Key Responsibilities

• Monitor and respond to customer queries, comments, and messages across social media channels (Facebook, Instagram, X/Twitter, etc.).
• Handle customer complaints and escalations with empathy and timely resolution.
• Provide support on bookings, cancellations, refunds, baggage, and other travel-related inquiries.
• Maintain a consistent brand voice and deliver exceptional customer experience across digital platforms.
• Collaborate with Customer Happiness, Marketing, PR, and other teams to resolve issues and support campaigns.
• Track social media trends, customer sentiment, and emerging issues; share actionable insights with stakeholders.
• Escalate critical and complex cases to appropriate teams and ensure closure.
• Adhere to company policies, data privacy regulations, and social media best practices.

Desired Candidate Profile

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• 2+ years of experience in Social Media Customer Service, Digital Customer Support, Community Management, or Social Media Operations.
• Strong understanding of social media platforms, customer behavior, and online engagement.
• Experience with social media monitoring and analytics tools is preferred.