Role Expectations:

· Act as the first point of contact for customers across social media platforms, ensuring timely and empathetic responses.

· Provide seamless support on queries related to products, orders, returns, and refunds.

· Handle customer escalations effectively, maintaining brand tone and professionalism.

· Collaborate with internal teams (logistics, operations, and marketing) to resolve issues quickly.

· Maintain high levels of customer satisfaction and brand loyalty by delivering delightful experiences.

Role Deliverables:

· Manage customer queries across all social media platforms (60%), ensuring accurate and prompt resolutions.

· Handle emails and calls (40%) related to order status, product information, and general customer support.

· Track, document, and share regular updates on customer concerns and feedback.

· Ensure SLA adherence for response and resolution timelines.

· Support in creating FAQs, response templates, and best practices for consistent communication.

Reporting Relationships:

This role will report directly to the Manager (CDT).

Educational Qualifications:

· Graduate in any discipline (preferably Commerce, Arts, or Management).

· Additional certifications in Customer Relationship Management or Communication will be an advantage.

Experience Required:

· 1–3 years of experience in customer service/support, preferably in e-commerce, retail, or cosmetics/beauty industry.

· Strong exposure to social media query management and customer interaction.

· Excellent written and verbal communication skills with problem-solving ability.

· Proficiency in MS Office and CRM tools; familiarity with social media management dashboards is a plus.