Social Media Specialist Job in Grofers India Pvt Ltd.

Social Media Specialist

Grofers India Pvt Ltd. 4+ weeks ago

Gurgaon, Haryana
Not Disclosed
Full-time

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Job Summary About the role:As part of the customer experience team you will be responsible for improving the customer sentiments over various social media platforms by driving quality and CSAT score for the team. You will have the ownership of all experience flows from user journey to resolving user complaints ensuring all complaints and user design flaws are handled and resolved.
What you will do everyday:

Evaluate end-to-end customer experience across social media channels and customer touch points
Design new engagement strategies, benchmark best practices and innovate on various social media handles.
Monitor and evaluate online media campaigns to keep them fresh and effective
Liaise with stakeholders to ensure that the customers get the required solutions thereby providing signature customer experience
Improve existing SOPs to make them highly customer centric
Ensure the SLA s and metrices are regularly tracked and improved from time to time
Drive team s performance against the SLAs and metrices and extend support to them whenever required
Lead by example by being a customer champion and drive the culture of customer centricity in the team to ensure positive customer experience and engagement
Share regular and productive feedback with the team for improving the quality of work
Upskill the team by promoting customer centricity as the critical value and ensure that the team is duly motivated
Manage team s roster and groom the next set of support staff

EXPERTISE AND QUALIFICATIONSSkills you need to do the job:

Bachelor s Degree preferably in Advertising, Marketing, or Communication with a 5+ years of relevant work experience
Interest and aptitude for developing social media and content strategy solutions
Ability to provide the right solution at the right time
Ability to challenge the status quo with a drive to analyse and question existing processes
Growth-centric and data driven approach with a demonstrated track of bringing strategic thinking and focus to partnerships to achieve defined business objectives around customer acquisition and customer retention

Experience Required :

Minimum 5 Years

Vacancy :

2 - 4 Hires